9 Tips for Implementing Workforce Management in the Contact Center

Your system should have an integrated vacation planner


This is a two-fold test. First, the vacation planning module should integrate with the WFM software to ensure that vacation slots will be accurately calculated and reflected in agents’ schedules without manual input. Second, it should be fully configurable to support your policies and staffing structure. Staffing rules particular to your company should be taken into consideration and accounted for in the scheduling.

Bob Webb is the vice president of sales with Pipkins Inc.


Partner Content

Hincapie Sportswear Finds Omnichannel Success in the Cloud - Netsuite
For more and more companies, a cloud-based unified data solution is the way to make this happen. Custom cycling apparel maker Hincapie Sportswear has leveraged this capability to gain greater visibility into revenue streams, turning opportunities into sales more quickly while gaining overall operating efficiency. Download this ecommerce special report from Multichannel Merchant to more.
The Gift of Wow: Preparing your store for the holiday season - Netsuite
Being prepared for the holiday rush used to mean stocking shelves and making sure your associates were ready for the long hours. But the digital revolution has changed everything, most importantly, customer expectations. Retailers with a physical store presence should be asking themselves—what am I doing to wow the customer?
3 Critical Components to Achieving the Perfect Order - NetSuite
Explore the 3 critical components to delivering the perfect order.
Streamlining Unified Commerce Complexity - NetSuite
Explore how consolidating multiple systems through a cloud-based commerce platform provides a seamless experience for both you, and your customer.