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	<title>Call Centre Helper &#187; workforce management</title>
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	<link>http://www.callcentrehelper.com</link>
	<description>The UK&#039;s most popular call centre magazine</description>
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		<title>Lunch buddies</title>
		<link>http://www.callcentrehelper.com/lunch-buddies-25929.htm</link>
		<comments>http://www.callcentrehelper.com/lunch-buddies-25929.htm#comments</comments>
		<pubDate>Mon, 19 Dec 2011 07:00:22 +0000</pubDate>
		<dc:creator>rboynton</dc:creator>
				<category><![CDATA[Jonty's Tips]]></category>
		<category><![CDATA[absenteeism]]></category>
		<category><![CDATA[ideas]]></category>
		<category><![CDATA[workforce management]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/?p=25929</guid>
		<description><![CDATA[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 [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<title>The best ways to deal with lunch and tea break requests</title>
		<link>http://www.callcentrehelper.com/the-best-ways-to-deal-with-lunch-and-tea-break-requests-24685.htm</link>
		<comments>http://www.callcentrehelper.com/the-best-ways-to-deal-with-lunch-and-tea-break-requests-24685.htm#comments</comments>
		<pubDate>Wed, 09 Nov 2011 11:26:13 +0000</pubDate>
		<dc:creator>rboynton</dc:creator>
				<category><![CDATA[Management]]></category>
		<category><![CDATA[absenteeism]]></category>
		<category><![CDATA[employee engagement]]></category>
		<category><![CDATA[motivation]]></category>
		<category><![CDATA[staff]]></category>
		<category><![CDATA[workforce management]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/?p=24685</guid>
		<description><![CDATA[
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.
Lunchtime arrives at precisely the wrong time for many call centres. The early hours of the afternoon are often one [...]]]></description>
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		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>The trials and tribulations of shift swaps</title>
		<link>http://www.callcentrehelper.com/the-trials-and-tribulations-of-shift-swaps-24390.htm</link>
		<comments>http://www.callcentrehelper.com/the-trials-and-tribulations-of-shift-swaps-24390.htm#comments</comments>
		<pubDate>Wed, 19 Oct 2011 11:22:22 +0000</pubDate>
		<dc:creator>jorobinson</dc:creator>
				<category><![CDATA[Management]]></category>
		<category><![CDATA[absenteeism]]></category>
		<category><![CDATA[shift patterns]]></category>
		<category><![CDATA[staff]]></category>
		<category><![CDATA[workforce management]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/?p=24390</guid>
		<description><![CDATA[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.
Shift swaps
There are lots of [...]]]></description>
		<wfw:commentRss>http://www.callcentrehelper.com/the-trials-and-tribulations-of-shift-swaps-24390.htm/feed</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>What are the best opening hours for a call centre?</title>
		<link>http://www.callcentrehelper.com/what-are-the-best-opening-hours-for-a-call-centre-22970.htm</link>
		<comments>http://www.callcentrehelper.com/what-are-the-best-opening-hours-for-a-call-centre-22970.htm#comments</comments>
		<pubDate>Wed, 24 Aug 2011 11:15:05 +0000</pubDate>
		<dc:creator>jorobinson</dc:creator>
				<category><![CDATA[Customer Service Strategies]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[Hints and Tips]]></category>
		<category><![CDATA[workforce management]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/?p=22970</guid>
		<description><![CDATA[
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.
Tradition
For many businesses, opening hours remain those of the traditional [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Top tips for back-office WFM</title>
		<link>http://www.callcentrehelper.com/top-tips-for-back-office-wfm-17014.htm</link>
		<comments>http://www.callcentrehelper.com/top-tips-for-back-office-wfm-17014.htm#comments</comments>
		<pubDate>Wed, 11 May 2011 11:18:48 +0000</pubDate>
		<dc:creator>rboynton</dc:creator>
				<category><![CDATA[Hints and Tips]]></category>
		<category><![CDATA[Management]]></category>
		<category><![CDATA[Business Systems]]></category>
		<category><![CDATA[GMT]]></category>
		<category><![CDATA[Interactive Intelligence]]></category>
		<category><![CDATA[staff]]></category>
		<category><![CDATA[workforce management]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/?p=17014</guid>
		<description><![CDATA[Our panel of experts share their top tips for back-office workforce management.
1. Business processes come first
You employ back-office staff to implement your processes, not the other way around. Decide what you need the team to do, then choose the right people to do it and the right technology platform to support them.
Back-office processes always require [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>What is holding back workforce management?</title>
		<link>http://www.callcentrehelper.com/what-is-holding-back-workforce-management-16796.htm</link>
		<comments>http://www.callcentrehelper.com/what-is-holding-back-workforce-management-16796.htm#comments</comments>
		<pubDate>Wed, 13 Apr 2011 11:20:34 +0000</pubDate>
		<dc:creator>rboynton</dc:creator>
				<category><![CDATA[Customer Service Strategies]]></category>
		<category><![CDATA[GMT]]></category>
		<category><![CDATA[staff]]></category>
		<category><![CDATA[workforce management]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/?p=16796</guid>
		<description><![CDATA[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.
Despite the sophistication of available WFM solutions , it is reasonably easy to achieve significant operational improvements.
There are several common workforce management misconceptions that [...]]]></description>
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		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>7 Deadly sins of WFM</title>
		<link>http://www.callcentrehelper.com/7-deadly-sins-of-wfm-16082.htm</link>
		<comments>http://www.callcentrehelper.com/7-deadly-sins-of-wfm-16082.htm#comments</comments>
		<pubDate>Wed, 09 Mar 2011 11:20:03 +0000</pubDate>
		<dc:creator>rboynton</dc:creator>
				<category><![CDATA[Technology]]></category>
		<category><![CDATA[Business Systems]]></category>
		<category><![CDATA[GMT]]></category>
		<category><![CDATA[measurement]]></category>
		<category><![CDATA[monitoring]]></category>
		<category><![CDATA[staff]]></category>
		<category><![CDATA[Verint]]></category>
		<category><![CDATA[workforce management]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/?p=16082</guid>
		<description><![CDATA[
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.
Sin 1. Lack of engagement between the planning teams and the key operational stakeholders
It is crucial to involve the key operational stakeholders with every aspect of workforce management [...]]]></description>
		<wfw:commentRss>http://www.callcentrehelper.com/7-deadly-sins-of-wfm-16082.htm/feed</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Workforce Management and the police</title>
		<link>http://www.callcentrehelper.com/workforce-management-and-the-police-13098.htm</link>
		<comments>http://www.callcentrehelper.com/workforce-management-and-the-police-13098.htm#comments</comments>
		<pubDate>Wed, 06 Oct 2010 11:20:19 +0000</pubDate>
		<dc:creator>jorobinson</dc:creator>
				<category><![CDATA[Technology]]></category>
		<category><![CDATA[Emergency Services]]></category>
		<category><![CDATA[GMT]]></category>
		<category><![CDATA[Police]]></category>
		<category><![CDATA[Verint]]></category>
		<category><![CDATA[workforce management]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/?p=13098</guid>
		<description><![CDATA[This week we look at how police forces across the country use workforce management solutions to support their contact centre or control-room function.
How UK police forces roster their control-room personnel
Technology provider GMT Europe estimates that nearly half of the 43 police forces in England and Wales currently own a workforce management (WFM) solution that supports [...]]]></description>
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		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>Workforce Management Reference Guide is launched</title>
		<link>http://www.callcentrehelper.com/the-workforce-management-reference-guide-11693.htm</link>
		<comments>http://www.callcentrehelper.com/the-workforce-management-reference-guide-11693.htm#comments</comments>
		<pubDate>Wed, 14 Jul 2010 11:20:36 +0000</pubDate>
		<dc:creator>jonty pearce</dc:creator>
				<category><![CDATA[Technology]]></category>
		<category><![CDATA[adherence management]]></category>
		<category><![CDATA[Business Systems]]></category>
		<category><![CDATA[GMT]]></category>
		<category><![CDATA[measurement]]></category>
		<category><![CDATA[monitoring]]></category>
		<category><![CDATA[staff]]></category>
		<category><![CDATA[Verint]]></category>
		<category><![CDATA[workforce management]]></category>
		<category><![CDATA[workforce optimisation]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/?p=11693</guid>
		<description><![CDATA[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.
This is the third of our in-depth reference guides.
It is one of the largest concentrations of independent writing [...]]]></description>
		<wfw:commentRss>http://www.callcentrehelper.com/the-workforce-management-reference-guide-11693.htm/feed</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>61 Top Tips for Workforce Management Technology</title>
		<link>http://www.callcentrehelper.com/61-top-tips-for-workforce-management-technology-10030.htm</link>
		<comments>http://www.callcentrehelper.com/61-top-tips-for-workforce-management-technology-10030.htm#comments</comments>
		<pubDate>Wed, 14 Apr 2010 11:18:54 +0000</pubDate>
		<dc:creator>jorobinson</dc:creator>
				<category><![CDATA[Hints and Tips]]></category>
		<category><![CDATA[Technology]]></category>
		<category><![CDATA[Aspect Software]]></category>
		<category><![CDATA[GMT]]></category>
		<category><![CDATA[Interactive Intelligence]]></category>
		<category><![CDATA[staff]]></category>
		<category><![CDATA[Verint]]></category>
		<category><![CDATA[workforce management]]></category>

		<guid isPermaLink="false">http://www.callcentrehelper.com/?p=10030</guid>
		<description><![CDATA[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.  
1. Remember the agents!
The subject is workforce management.  You can use dedicated software, spreadsheets or whatever [...]]]></description>
		<wfw:commentRss>http://www.callcentrehelper.com/61-top-tips-for-workforce-management-technology-10030.htm/feed</wfw:commentRss>
		<slash:comments>2</slash:comments>
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