Call Design

SEPTEMBER 2, 2021

These elements are the basics of WFM, but for some of us we’re wondering what else there is. What does it take to get to the next level of WFM? All of this would clearly help our organisations and provide a benefit, but I believe they miss the mark when we’re looking to take WFM to the next level.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

Contact Center Pipeline

JANUARY 3, 2018

A number of years ago, I was performing a WFM assessment for a company in Arizona. In the middle of a meeting with the WFM analysts, I asked how their relationship was with the frontline leaders and reps on the call center floor. Thinking I had not expressed myself clearly enough, I reworded my […].

Consulting 133

Consulting Consulting Call Center Contact Center 133

Aspect

APRIL 16, 2021

Any organization that is considering enterprise level software now must employ a WFM strategy and platform. We already know that WFM tools can facilitate a standard of automation, ease, efficiency, and functionality; but for the experts, there are a few operational tips and tricks that have proven invaluable. Not an ASUGA member?

Enterprise 118

Enterprise Personalization Management Marketing 118

Aspect

SEPTEMBER 25, 2018

The Workforce Management (WFM) system uses these volume forecasts to project the number of appropriately skilled employees that will be needed to meet optimization goals (e.g., Fore more information about Aspect Workforce Management and Aspect WFM Forecasting, please contact us at 888-547-2481.

Contact Center 185

Contact Center contact center workforce Wait times Education 185

CX Global Media

AUGUST 18, 2017

Effective Workforce Management (WFM) in contact centers seems to be fairly straight forward. Mobile Self-service Modernizes your WFM Click to Tweet. While it does take a lot of skill and experience to develop good forecasts and schedules, the most difficult aspect of WFM has always been managing all of the schedule exceptions.

Self service 174

Self service Contact Center Call Center contact center solutions 174

DMG Consulting

AUGUST 14, 2023

Donna Fluss talks about evolving to meet today’s WFM needs The world has changed. We need to approach WFM with a different lens amid these changes and the ones that will continue to evolve the contact center and the solutions that make it run.

Consulting 62

Consulting Consulting Contact Center 62

Contact Center Pipeline

AUGUST 28, 2018

If you’re in the market for workforce management (WFM) software and you don’t know how to get started, consider these two approaches: Use a WFM request for proposal (RFP) questionnaire with multiple vendors. Give the highest weightings to your most critical priorities (anything that you cannot live without).

Marketing 140

Marketing Management Contact Center Call Center 140

Playvox

NOVEMBER 15, 2022

In this environment, investing in a workforce management (WFM) solution becomes key, particularly if your support center has been using spreadsheets or trying to get by with subpar solutions. In contrast, a WFM solution can give you the necessary insights through real-time dashboards and out-of-the-box historical reporting.

Management 86

Management Schedule adherence Coaching Contact Center 86

DMG Consulting

APRIL 12, 2023

The Second Act for WFM April 2023 Workforce Management (WFM) vendors finally get it. WFM software initially came to market to optimize the performance of contact centers and keep costs down by forecasting incoming call volumes and assigning agents to best match the customer interaction flow.

Contact Center 48

Contact Center Self service Best practices Accountability 48

Playvox

JUNE 28, 2022

We’ll reveal how a modern workforce management (WFM) solution built with the digital customer in mind helps you get there. Related Article: 5 WFM Scheduling Tips to Make the Most of Your Agents. The right WFM tools can help you meet the challenges of omnichannel forecasting, scheduling, and long-term planning.

Contact Center 84

Contact Center contact center solutions Quality management Contact center software 84

Noble Systems

OCTOBER 7, 2020

WFM is a powerful driver of extraordinary customer experience and service level attainment. Fine-tuned WFM forecasting and scheduling is how these outcomes are accomplished. A WFM solution automates much of this process and dramatically improves forecasting call volume and scheduling accuracy. So, you would use 0.6

Service level 98

Service level Contact Center Accountability Time management 98

Injixo

JANUARY 17, 2024

To anyone responsible for planning in a contact center, the return on investment (ROI) of WFM (workforce management) software is so obvious that it doesn't need explaining. Unfortunately, it is often not so obvious to those who are responsible for signing off on the expenditure. That’s why you need a solid business case.

Management 52

Management Contact Center 52

CSM Magazine

SEPTEMBER 11, 2023

It’s no secret that workforce management (WFM) is at the core of effective business operations. So, if you’re a planning, insight, or transformation specialist, then Sabio’s WFM Community Day, held at our London HQ, was a must-attend event.

Management 52

Management Entertainment Consulting Consulting 52

DMG Consulting

JANUARY 29, 2021

Question: What are the mobility capabilities of WFM solutions? WFM solutions are increasingly providing role-based mobile capabilities for agents, supervisors and administrators via purpose-built apps for iOS, Android and other operating systems, or through optimized browser-based access.

Gamification 101

Gamification At home agents Self service Contact Center 101

Injixo

MAY 30, 2022

Just like any other software application, WFM is a case of “no pain, no gain”. There’s no escaping the fact that WFM users must go through an onboarding period before they start to benefit from the system. A question that new injixo customers frequently ask us is “how quickly will I get up to speed with injixo?”

98

98

Injixo

AUGUST 23, 2023

To anyone responsible for planning in a contact center, the return on investment (ROI) of WFM (workforce management) software is so obvious that it doesn't need explaining. Unfortunately, it is often not so obvious to those who are responsible for signing off on the expenditure. That’s why you need a solid business case.

Management 52

Management Contact Center 52

DMG Consulting

NOVEMBER 3, 2020

WFM Solutions for a more Agile Business World. Technology must adapt and transform, and nowhere is this more evident than in the workforce management (WFM) sector. Technology must adapt and transform, and nowhere is this more evident than in the workforce management (WFM) sector. Change is born of necessity. Enhanced Usability.

Self service 87

Self service Gamification Contact Center Virtual Agent 87

Aspect

MAY 18, 2020

For example, WFM should save not only the duration in an alarm state but also the time that the agent was out of adherence. . In the new normal, the importance of a friendly and intuitive WFM user interface becomes paramount, especially for new agents. The post What Product Features Should I Look for in a WFM System?

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132

Injixo

FEBRUARY 5, 2020

injixo, a cloud-based Workforce Management (WFM) technology pioneer , introduces three new product plans : Essential WFM , Advanced WFM , and Enterprise WFM. These Software-as-a-Service (SaaS) plans make its award-winning technology available and scalable for contact centers of all sizes.

Enterprise 52

Enterprise SaaS Contact Center Technology 52

Playvox

FEBRUARY 27, 2023

Playvox WFM engages the workforce through flexible scheduling and shift swapping options that align to the business rules. With Salesforce and Playvox WFM, you can evolve your operation with dynamic, integrated planning. With Salesforce and Playvox WFM, you can evolve your operation with dynamic, integrated planning.

Management 75

Management Schedule adherence Contact Center Coaching 75

Contact Center Pipeline

FEBRUARY 1, 2017

In spite of the fact that nearly every “call center” is now a “contact center,” we observe little substance to the discussion—much less action—around multichannel workforce management (WFM). But omnichannel WFM is […]. Contact center leaders “get it.”

Multichannel 100

Multichannel Contact Center Call Center Management 100

Injixo

APRIL 3, 2023

However, some constants in the successful implementation of WFM technology have remained. Specifically, understanding the importance of process and the role of human behavior in the adoption and implementation of technology are still among the most critical elements in realizing the "optimization promise" of today's WFM software.

Consulting 52

Consulting Consulting Contact Center Technology 52

Contact Center Pipeline

DECEMBER 21, 2022

And they are working to devise sustainable workforce management (WFM) strategies. Organizations are now well in their third year of operation in the remote or at-home/work-from-home (WFH) contact center environment. In today’s challenging job market, it’s crucial for organizations to attract, nurture, and retain quality talent.

Management 300

Management Contact Center Marketing Quality management 300

teleopti

DECEMBER 2, 2019

Nick Smith shares 5 ways to become a WFM guru. . Over the years, I have been lucky enough to work with many dedicated and talented individuals who have achieved some remarkable things with Workforce Management (WFM). 5 ways to become a WFM guru. 5 ways to become a WFM guru. Get to know your people. Or try and do it all.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

Calabrio

AUGUST 4, 2020

Frictionless Mobile WFM. The post WFM in the Palm of Your Hand: The Calabrio ONE Mobile App appeared first on Calabrio. With mobile use only increasing, managers and employees should be able to access their schedule information when and how they want from the palm of their hand. With the new Calabrio ONE Mobile app, now you can.

Management 119

Management 119

Contact Center Pipeline

FEBRUARY 18, 2016

If your livelihood depends on the sales or service of WFM technology, calm down. WFM systems are valuable tools and will continue to play an important role in contact centers well into the future. Despite the title of this article, your occupation is safe. In fact, given the strategy to branch out and serve related […].

Contact Center 100

Contact Center Sales Technology Call Center 100

Aspect

FEBRUARY 24, 2020

When efficiency is your focus, many organizations implement strategies with the assumption that workforce management (WFM) should be entirely separate from customer-focused considerations. The post Optimizing Your Workforce with WFM appeared first on Aspect Blogs.

contact center workforce 62

contact center workforce Enterprise Contact Center Management 62

Insite Managed Solutions

JUNE 3, 2021

Download and complete our free WFM Self-Assessment [.] Are roles and responsibilities clear? We organize Workforce Management into five different categories to understand your capabilities and challenges.

Management 52

Management 52

Insite Managed Solutions

JUNE 3, 2021

Download and complete our free WFM Self-Assessment [.] Are roles and responsibilities clear? We organize Workforce Management into five different categories to understand your capabilities and challenges.

Management 52

Management 52

Injixo

MARCH 29, 2022

A workforce management (WFM) software application is one of those tools that depends on the quality of the integration with a customer’s contact routing platform, such as the Automatic Call Distributor (ACD) or Contact Center Infrastructure (CCI).

Contact Center 52

Contact Center Management 52

Injixo

MARCH 29, 2022

Workforce management (WFM) is one of those software application categories that lives or dies depending on integration with other systems. At the most basic level, integration with the automatic call distributor (ACD) or routing platform for contact statistics and agent status is a must.

Management 52

Management 52

Playvox

AUGUST 9, 2022

There are so many articles that ask and address “What is WFM? Many people can explain it, but it is usually in some Workforce Management (WFM) lingo which non-WFM people have a difficult time understanding. Not only is WFM easy to understand, you may already be using it and not realize that it does indeed have a name.

Abandon rate 52

Abandon rate Contact Center Accountability Service level 52

Aspect

NOVEMBER 17, 2017

But making WFM as successful possible means staying on top of the latest technological advancements and industry best practices. We’ve brought together an industry analyst, WFM product experts, and a customer use-case to provide insights and answer questions in this three-session webinar series. Sounds difficult, doesn’t it?

Best practices 91

Best practices Consulting Consulting Enterprise 91

Calabrio

AUGUST 10, 2020

s largest and most reputable debt settlement companies, Sharon manages a 14-person WFM team responsible for 1,500 agents across three contact centers who handle more than 300,000 interactions per month. But when she arrived at NDR in early 2019, no official WFM practices or programs existed. And that was a big problem.

Contact Center 97

Contact Center Coaching Self service Service level 97

Aspect

MAY 6, 2020

But when agents move from a centralized location to a distributed environment and the very culture of the organization is in flux, many of the existing workforce management (WFM) assumptions and parameters should be re-examined. This falls on our organizational management teams to assist our front line.

Schedule adherence 122

Schedule adherence Management Best practices Customer retention 122