Articles about workforce management

Workforce Management and the police

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

Workforce Management Reference Guide is launched

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.

61 Top Tips for Workforce Management Technology

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.  

More call centre hints and tips

Monday was the first day of spring and time to freshen up the call centre.
Why not start off your spring clean with our latest round-up of call centre hints and tips.

Workforce management in outbound call centres

Workforce management is difficult enough in an inbound call centre, but when you go outbound it can become a lot more complex.  Simon Angove gives a few pointers.

Answers: How do I schedule staff for peaky & unpredictable call volumes?

We are a 50 seat centre that takes messages for a wide range of clients (~800).  Roughly 55-60% being where they act to just take messages quickly

Getting the best out of workforce management software

Call centre management would be so much easier if people had exactly the same working preferences and abilities, and took only pre-arranged time away from the business. But agents aren’t identical.  In this article, Simon Angove looks at how technology – in the form of workforce management (WFM) – can help.

What to look for when buying – workforce management technology

This month, we’ve asked three key vendors – EMAX Consulting, QPC and Witness Systems – for their advice on workforce management systems.