- Events and News
- Job Board
- Members Only
Tip of the Week
- Extend schedule-change empowerment to your supervisors.
June 27 –
The recent proliferation of customer service channels has contributed to the increase in the number of schedule changes initiated by workforce administrators as they strive to meet service levels while the growing agent demand for work-life balance empowerment is contributing to an increase in the number of agent initiated schedule-change requests at ...
July 13, 2016Fundamentals of WFM Web Series: Essentials of Staffing: Models and Calculations for Contact Center Staff
August 10, 2016Fundamentals of WFM Web Series: Staffing Tradeoffs: Achieving a Balance of Service, Occupancy, and Cost
September 14, 2016Fundamentals of WFM Web Series: Scheduling Strategies: Definitions and Decisions for Successful Schedules