Post By Bob Webb

9 Tips for Implementing Workforce Management in the Contact Center  Nov 12, 2013 3:23 PM By Bob Webb

There are nine functions that all workforce management software should provide. Here are 9 tips for evaluating the effectiveness of your WFM software.

Solving Pain Points of Contact Center Forecasting  Jul 23, 2013 10:30 AM By Bob Webb

Anyone who has ever been responsible for ensuring that the right number of contact center agents are in their seats at the right time can tell you that producing an accurate schedule can be complex. If you are experiencing pain points in trying to produce an accurate forecast, you need a strategy that will help ensure you are maximizing available agents with call demand.

A 3-Pronged Approach to Contact Center Agent Retention  Nov 16, 2012 8:15 PM By Bob Webb

Agent turnover is an inherent problem for contact centers and replacing agents is a major cost consideration. Recruiting and training costs can significantly impact a company

Selecting A Workforce Management System Vendor  Jan 19, 2011 12:31 AM By Bob Webb

Understanding what your company really needs now and aligning your purchasing decision with long-term goals are key when choosing a software vendor

Forecasting Workloads for Special Events  Mar 11, 2008 8:18 PM By Bob Webb

Does your company

Forecasting Call Center Workloads  Mar 06, 2008 12:47 AM By Bob Webb

Accurate forecasting is the most important component of workforce management software and call centers are inherently susceptible to the inaccuracies of call volume forecasting.

9 Tips for Evaluating Workforce Management Systems  May 16, 2007 9:19 PM By Bob Webb

If your forecasting or scheduling system is not sophisticated enough or if you

Boost the Accuracy of Call Volume Predictions  Feb 14, 2007 9:36 PM By Bob Webb

The usefulness of the staff schedule created by workforce management software will rise or fall on the reliability of the predictions it makes about the expected volume of incoming work. Without the right assumptions about the workload to be handled, the software

8 Ways to Conquer Last-Minute Scheduling Dilemmas  Jan 30, 2007 8:48 PM By Bob Webb

Are you prepared for last minute changes that are sure to occur with agent scheduling? This is a universal problem that all centers face. It can be especially challenging for those without an automated solution for agent scheduling

Eight Steps for Conquering Holiday Scheduling Dilemmas  Oct 31, 2006 8:37 PM By Bob Webb

With the holidays right around the corner, are you prepared for last-minute changes that are sure to occur with agent scheduling? This is a problem that all contact centers face during holidays, and the ramifications can be significant. If staffing is just 2% below where it should be, the percentage of calls answered within 30 seconds, or any other established performance objective, will typically drop by 10%. If 10% of the seats are vacant, half of the center

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