There are literally thousands of contact centers that are on (or over) the cusp of needing advanced workforce management systems. Continuing to spreadsheet your workforce needs as your center grows and becomes more complex may seem like a thrifty thing to do ...
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Recent developments on the customer side are focusing contact center management on multi-channel Workforce Optimization. While Boomers talk, Gen X/Millennial customers text. The Millennial milieu is fast overwhelming the marketplace and thus our workplace as ...
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In today’s advanced contact center environment, Workforce Management (WFM) should not be thought of as only a process, but a culture that uses data to drive systems and practices toward optimum results. Centers that continue to maintain their WFM practices on ...
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If you have been approaching Workforce Management (WFM) the same way for the last few years, you may be missing important advances. WFM is no longer just about the labor force (agents) and putting butts in seats; its evolution is now about changing floor ...
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Workforce Optimization: Analytics Demystified — Employee Focus (Session 1 of 2) Date: January 19, 2011 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Bill Durr, Principal solutions consultant for Verint Below is the Recording of the show:
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Work Force Management: How to understand and embrace advanced workforce management. Date: January 12, 2011 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Adam Cincoski, Senior Director of Workforce Management for United Health Group Below is the ...
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