According to Carlos Muñoz, contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. ...
“Big brother” in George Orwell’s novel, Nineteen Eighty-Four, still comes to mind to some as soon as they hear the words, “workforce management” (WFM). True, one can’t deny that WFM isn’t a control mechanism of sorts but control isn’t...
Autumn 2015 blog series: “Workforce Management in the making – how’s it done and who’s behind it all?” – Number 1 of 5 postings. Stay tuned weekly! Jeremy Hamill-Keays: My role as product manager requires that I am the eyes...