by queuelesscenter | Nov 13, 2013 | Employee Engagement, Excel Hints and Tricks, Workforce Management
Offering a bid system to agents for schedules, holiday hours or vacations is appealing to contact center and workforce managers. The bid processes supports systematic assignment and allows agents to have some input. The question that managers often ask is how can we...
by queuelesscenter | Nov 15, 2012 | Workforce Management
I had the privelege of attending a portion of a Society of Workforce Planning Professionals regional meeting yesterday. (http://www.swpp.org/) There was a thoughtful discussion centered around getting contact center supervisors to better explain and enforce agent...
by queuelesscenter | Nov 12, 2012 | Workforce Management
Workforce management software will predict the volume and length of calls. The reality is that the forecasts will not be very good without someone challenging the results. Does this mean that the tools are bad? NO! It means that people who understand the business...
by queuelesscenter | Oct 30, 2012 | Workforce Management
Happy Checklist Day! Checklists are a helpful way for many of us to stay organized. The first documented use of a checklist was in 1935 as a result of an airplane accident. In managing our workforce and forecsting processes, organized checklists for daily, weekly,...
