How Intradiem Redefines Scheduling and Empowers Leaders
One of the most time-consuming responsibilities for contact centre leaders is scheduling. Often responsibilities such as coaching, performance development and strategic initiatives are sidelined by administrative tasks.
Top Ways Contact Centres Are Automating Processes In 2025
In an environment where every minute counts, the ability to automate routine tasks not only improves efficiency but also empowers agents to focus on high-value interactions.
How Workforce Planning Can Help Solve the Housing Crisis
The global housing crisis has reached a tipping point, with affordability becoming a significant challenge for millions. While various economic and policy-driven solutions are being debated.
It’s Time to Rethink How you do Real Time Management!
Running a contact centre isn’t easy! Between managing agent schedules, handling customer interactions and ensuring employees stay engaged and productive, there’s a lot to juggle. Real Time Analysts therefore have a difficult task.
Tackling Surges in Calls Without Hiring More Staff
Workforce Planning isn’t always easy and accurate forecasting can be a difficult task. Customers aren’t always predictable and unexpected events can happen that cause surges in call volumes.
The Rise of the Digital Workforce: Seamlessly Integrating AI into Workforce Planning
The workforce planning (WFM) industry is undergoing a significant transformation as AI-driven digital resources become an integral part of business operations.
Taking Back the Optimisation Mantle – Why WFM Must Lead the Charge
In many organisations, the Workforce Management (WFM) function has long been the backbone of operational efficiency—ensuring the right people are in the right place at the right time to meet business demands.
The Hidden Costs of Mandating a Return to the Office: Why Employers Should Rethink Their Approach
The landscape of work has changed dramatically since the onset of the COVID-19 pandemic. As businesses begin to ask employees to return to the office full-time, many are overlooking a powerful shift in employee priorities,
Telling a Story through Intra-Day Performance Data: Let’s NOT talk numbers!
In today’s data-driven world, storytelling with data is more critical than ever. Numbers alone can feel cold and detached, but data can come alive when combined with a compelling narrative and thoughtful use of colour.
10 Ways to Delight your Frontline Agents (Without Sacrificing Schedule Fit)
There's nothing quite like the feeling of receiving positive feedback on a schedule you just published and ideally hearing that you’ve done a good job.
Understanding the Strategic Importance of Workforce Management
Although workforce management is frequently overlooked in strategic planning, it is crucial to recognize the significant contributions that WFM professional can make to the strategic planning process. The undervaluation often stems from a lack of…