As professionals who have spent decades in the contact center space, we understand the chaotic landscape you have to navigate daily as WFM leaders. Although not the newest or sh...read more

As we gear up for the back-to-school season, it’s the perfect time to go back to basics on the ABCs of contact centers scheduling. Workforce management (WFM) plays a vital...read more

Picture this: a seasoned virtuoso of customer engagement, sharing his insights and experiences like an old friend swapping stories. In this casual conversation between Dan Smitl...read more

As the summer sun sets and the back-to-school season approaches, it’s time to sharpen our pencils, gather our knowledge, and delve into the fundamentals of forecasting in ...read more

Recently Dan Smitley sat down with some of our Sr. Consultants and talked through their unique experiences and perspectives. Sometimes it’s easy to be a consultant that simply s...read more

In the previous blog, I talked about the importance of self-care and why WFM leaders should care about it, but I didn’t give you any tips on how to execute self-care. Well in th...read more

As workforce management leaders we often live in a world of chaos and exhaustion. I know, such a cheerful way to start a blog. But the reality is that many of us are constantly ...read more

As attendees engaged in conversations about engaging remote workforces and the importance of employee experience, the irony of discussing these topics at an in-person event was ...read more

In the quest for operational efficiency, back offices can harness the power of WFM through forecasting accuracy. Forecasting accuracy is one key factor that contributes to leade...read more

In the world of back-office operations, designing an effective workload forecast is crucial for efficient staff planning and decision-making. A well-designed forecast provides v...read more