Focusing on digital innovation and robust reliability, workforce management solutions also underpin new operational standards to manage resources optimally in pursuit of sustained service excellence.
Despite the attention given to product planning and project and change management, we find one key team is often left out of the loop: the Workforce Management (WFM) Team.
There’s nothing quite like the feeling of receiving positive feedback on a schedule you just published.
Although workforce management is frequently overlooked in strategic planning, it is crucial to recognise the significant contributions.
Transport for NSW was looking for a platform that could seamlessly integrate across the entire workforce planning cycle.
The expectations of customer service experience have amplified making it important for managers to adopt new engagement techniques.
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.
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.
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.”
Many contact centres underestimate the importance of onboarding agents well and the challenges they encounter.
