Articles about workforce management

A simple technique to ensure lunchtime cover in a contact centre is to set up a lunch buddy system.  This is where two people team up and decide how to cover the lunch period.  Only one of them can be away from the phones at a time.
This is self-managing and can make sure that you [...]

Breaks are an essential part of the daily routine in a call centre, but scheduling them can cause a headache for management. Matthew Brown looks at successful methods to overcome lunch and tea break planning chaos.

Agents find the option to swap shifts very useful, but for businesses, it can cause all sorts of trouble. Shift swaps can leave a call centre understaffed and unable to perform to targets, if organised badly. Matthew Brown looks at the trials and tribulations of swift swaps in the call centre.

Opening hours are a vital part of the success of a call centre. Call centres that deal with the public have to ensure they are open at times when people are able to call in. Which opening hours work best? Matthew Brown looks at the options.

Our panel of experts share their top tips for back-office workforce management.

Although studies show that workforce management (WFM) solutions can improve the customer experience and reduce costs, many businesses shy away from implementing them.
Simon Angove looks at what is holding back workforce management.

Effective use of workforce management can be a difficult balance to find, and to get the best from it, you’ll want to avoid these deadly sins of WFM.

This week we look at how police forces across the country use workforce management solutions to support their contact centre or control-room function.

This week sees the launch of the Workforce Management Reference Guide.

What makes it different is that it has been written collaboratively by a team of people from across the industry.
Click here to visit the Workforce Management Reference Guide.

In the run-up to our Workforce Management Reference Guide we will be publishing a series of articles about the subject.  This week we ask our panel of experts for their tips on getting the best out of Workforce Management Technology.