Workforce Management and Spreadsheets

Nothing is quite so satisfying as finding a workaround to solve a problem that would have otherwise cost you money. It’s creative. Sometimes simpler. Often ingenuous. Always cheaper. Of course, sometimes the workaround turns out to be a disaster in disguise, doesn’t it? For call center workforce management, the workaround is the spreadsheet. Sure, for... Read More

Metaphor Workforce Gamification: Simple as Child’s Play

There’s often resistance to deploying any new data-driven application. The anxiety is that there will be headaches and trauma associated with it. All the data mapping and validation and custom field development and so on. And while call center management is willing to endure that in order to create core WFM capabilities, they get a... Read More

Workforce Management, It’s a Family Affair

There is always a base stream of contact volume coming in to the Contact Center. Most of the volume is however driven by factors in other parts of the business. The WFM team must be fed with relevant information about expected outside call drivers and the process must be set up to enable them to... Read More

Badges and Ribbons Encourage a Motivated Agent Workforce

I want to take a moment to talk about something that concerns some people who are bringing Gamification—or considering it—into their call center workforce management. Badges. Ribbons. Medals. Those little icons on an agent’s portal that say “good job,” or “great job” or even “need improvement.” Some people think that, as a reward, they’re too... Read More

Call Centers Are Tailor-made for WFM Gamification

Many people think the earliest example of gamification in the business world is S&H Green Stamps in the final years of 19th century America. With each purchase, participating retailers would give shoppers a certain number of stamps which they would paste into books. Getting the stamps into the books was often a family affair: very... Read More

WFM Cost Savings in the Cloud

A Look into the Cost Advantages of WFM in the Cloud I want to talk a little about some of the lesser-known ways a Cloud WFM system—like Teleopti’s—saves money. But I thought a quick refresher about how WFM in the Cloud works, would be allowed. Rather than install your WFM system on your own premises,... Read More

WFM Cloud – Looking Under the Hood

The Cloud has gained acceptance as a solid, reliable platform: for some things at least. There’s still resistance, especially when it comes to running critical business applications in the Cloud. That resistance hits on many points: security, performance and availability being among the critical ones. Maybe the most critical concern, though, is that the functionality itself... Read More

Keep it Simple in the Cloud with WFM

Running WFM in the Cloud makes many things simpler for call centers. Here are just a few of the ways it does that. No Hardware First is the gear. There is none. You don’t have to worry about the load on your existing computing systems, you don’t have to worry about processor upgrades, increasing disk... Read More

WFM Cloud Benefits Revealed

Today, the Cloud has matured, and the shape it’s finally taken is not exactly the same as the early hype. In this respect it’s not unlike how the web evolved. Remember the Big Phrase for the early, wide-eyed-wonder days of the web: “the level playing field”? It looked like that didn’t it? Everyone could put... Read More

Rich and useful reporting is a must for a WFM solution.

Rich and useful reporting is a must for a Workforce Management solution. The key phrase is “rich and useful.” Every WFM vendor provides some kind of reporting module, but they’re not all created equal—not all of them are either rich or useful. One of the reasons for weak reporting modules is the raw economics of... Read More

Learn to Use All―Not Just Some―of Your WFM

Are you using as much of your WFM as you could? Often, the answer is “no.” The reason? People learn the mechanics of using a system, but not the concepts behind it. And without that knowledge, they can’t apply the kind of critical thinking that makes the most of WFM—and that delivers the highest ROI. Read More

Gamification Means Playing to Win

When you set up your gamification program, don’t focus on results. Focus on the process of call handling that leads to great results. That’s what you want to reward, and that’s how you help agents work better, not harder. Read More

WFM Vacation: Put Lifecycle Scheduling in Place and Relax

Self service flexible scheduling—lifestyle scheduling—lets you help your agents blend their personal and professional lives. It opens the door to flexible shift scheduling, vacation planning, shift swapping and overtime management. That’s not possible with manual scheduling—too much drain on your managers. But it’s easy with the right WFM. Read More

Gamification Badges of Honor

When you set up your gamification program, don’t focus on results. Focus on the process of call handling that leads to great results. That’s what you want to reward, and that’s how you help agents work better, not harder. Read More

Graduating to Workforce Management

Making the move from your spreadsheet to a real workforce management system is a process—kind of like moving through high school and graduating to college. Your understanding of the systems available, of what other companies are doing, and of your own business needs evolves. Along with that come the realization that the spreadsheet just can’t... Read More

Top Five Benefits of WFM: A Review

Workforce management drives business value across the call center—it reaches well beyond “just” the schedule. A great WFM will provide you the tools to reduce attrition and turnover, improve productivity, lower absenteeism, and more. In other words, you look for its real business benefit in your improved bottom line. Read More

Turning Over the Agent Turnover Rate

High annual agent turnover is a huge hit to any call center operation. All the costs of bringing agents up to full productivity are basically wasted if you can’t retain them. Successfully conquering turnover requires a multi-discipline approach—one that’s often just too hard to do without a smart Workforce Management System supporting the cause. Read More

Forecasting Needs More than a Spreadsheet

Forecasting the call center operation with a spreadsheet is like forecasting the weather with a finger in the air. It works every now and then, but you know better than to count on it. The advanced analytics of a strong Workforce Management system transforms forecasting from guesswork to science. Read More