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.
Why You Should Always Involve Your WFM Team in Your Change Management
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.
Understanding the Strategic Importance of Workforce Management
Although workforce management is frequently overlooked in strategic planning, it is crucial to recognise the significant contributions.
Transport for NSW selects Alvaria Workforce Engagement Management Suite for Back-Office
Transport for NSW was looking for a platform that could seamlessly integrate across the entire workforce planning cycle.
Building A Modern Engagement-Centric Workforce
The expectations of customer service experience have amplified making it important for managers to adopt new engagement techniques.
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.”
8 Steps to Onboarding a Contact Centre Agent
Many contact centres underestimate the importance of onboarding agents well and the challenges they encounter.
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.
