The number one failing when implementing WFM into the back office is workload forecasting.
#1: Back-Office WFO Series: Three Tips to Designing a Forecast Task List
Getting Data from your WFM System
WFM systems have been revamping to cater for shifting industry standards in how contact centres are servicing their agents and this overhaul has seen many backend changes happen over a short period of time.
How People Are Equally As Important As Systems
In a time when digital transformation is in full flight, it’s important to remember that people play an equally important role as the solutions you deploy.
How to Take Your WFM to the Next Level
If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.”
The Impact of the Wrong Software on Employee Experience
As the integration between human and technology becomes increasingly more unified and the bottom-line efficiency evolves by the day.
How to Select the Best Workforce Management Solution for your Contact Centre
The ability to evaluate the effectiveness of your workforce management solution can drastically improve the performance of your contact centre.
Why Contact Centres are looking at Onshoring Contact Centres again
As many countries around the world have been in lockdown, businesses that were offshoring contact centres have had to adapt quickly and find other ways to manage customer enquiries.
Optimising a Remote Workforce
Many employees in multiple industries are equipped with the right tools to work from home without hesitation. While it’s an easy shift for those companies, not everyone has the same luxury.
The Benefits of Implementing a Flex Schedule
After the initial surge of COVID-19, contact centres everywhere had to scramble to keep momentum going.
The Impact of Increased Handle Times
In our third instalment in the WFM and New Normal series, we talk about the impacts of increased handle times.
