Call Center Workforce Management 101


How do you make sure you have the right number of agents on call? Your call center’s success depends on it. Follow these call center workforce management best practices to find out how to staff your contact center the right way.

Essential Technologies in Call Center Workforce Management

Tenfold - Contact Center Blog

Improved agent efficiency and productivity turn call centers from a cost into a profit. While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center. Depending on organizational needs, call centers can implement an array of different technologies, from basic to sophisticated. Leading Technologies for Workforce Management in Call Centers.


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Is Your Call Center Workforce Management Optimized?

Insite Managed Solutions

Is Your Workforce Management Optimized? As you determine what makes your contact center successful around workforce optimization, do you measure Service Level, Staff Utilization, or a combination of both? When a contact center asks us to help, often Service Levels can be all over the board with highs and lows throughout the day. We see high performing companies exceed 70% of their Service Level intervals.

Top 5 Call Center Reporting Methods to Follow


Call center reporting is the only way to know how your contact center is performing. From daily performance reports to identifying seasonal trends, reporting is an art form in the call center that defines the past, present, and future of your organization.

Artificial Intelligence Translational Services Use Cases in Cisco Contact Centers

Cisco - Contact Center

Artificial Intelligence and Translational Services. Narrowing the Call Center Gap. With new generations of new consumers speaking their mother tongue language when calling a contact center, the translation problem will not disappear anytime soon.

When Elite Plumbers Wished They Had Workforce Management


Two brothers, Joseph and Henry Pendleton, started Elite Plumbers with the vision of delivering concierge-level plumbing service to serve upscale neighborhoods. Field personnel were backed with an equally professional call center. Not understanding the impact of freezing weather in the South, the call center was not staffed adequately and was unable to handle these surges. Imagine that it was a cold and snowy night. And starting at 6:30 a.m.,

Merlang: Erlang C’s Sexy Younger Brother


In your contact center, do people ever just hang up? So why are the problematic mathematical assumptions of the outdated Erlang C formula built into your call center’s workforce management software? Optimize Your Call Center With Pipkins.

Are Remote Agents the Future of Contact Centers?

Monet Software

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Will remote agents continue to represent a significant proportion of the call center workforce?

Building Blocks of Workforce Management

Insite Managed Solutions

Building Blocks of Workforce Management Know the Metric Deliverables – There are a lot of different factors that go into making workforce management successful. Understanding contact center metric targets such as average speed of answer (ASA), service level, abandonment rate, average handle time (AHT), and budgeted hours are critical for success. Manager, Professional Services. Managing the Millennial Workforce . Top 5 Self-Service Pitfalls.

Contact Center Business Master Plan: 5 Steps to Follow

Dialer 360

It doesn’t matter what category of call center you are planning to set up. This is important to remember setting up call center requires a considerable investment of time and money. Even though, you may able to outsources most of the work and manage the call center set up procedures. A method is to require for elements within the organization as such customer service or call center. Create A Contact Center Business Plan.

Defining WFO. (Hint – It’s Not Just About Workforce Management)

Noble Systems

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? What is Workforce Optimization (WFO)? How does WFO work in the Call Center?

Improving Collaboration Between Workforce Management Departments and Operations Departments

Insite Managed Solutions

Our Spotlight Challenge this Month is Workforce Management! Having touched over 650 contact centers, one of the frequent challenges we’ve discovered is the lack of partnership between the Workforce Department and the Operations Department. However, we find the operations department can inadvertently hurt WFM by changing skill levels, breaks, or pulling teams off phones for meetings.

Top 10 Technological Contact Center Trends

Insite Managed Solutions

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Customer Feedback: When it comes to improving customer interaction, a whopping 38% of call center managers say that measuring results are one of their biggest challenges. Social Media: Social media has fundamentally disrupted the call center.