Dorothy Grace Subang

Scheduling illustration

Agent Scheduling: what is it and why you should care

Mar 25, 2022 | 4 min read | Dorothy Grace Subang

Getting agent scheduling right is critical for your support teams. Learn what agent scheduling is, what to do and what to avoid.

Essential WFM metrics for any workforce manager

Mar 11, 2022 | 8 min read | Dorothy Grace Subang

WFM metrics let you know how well your CX team is doing. Let’s look at some key metrics, and what you should be aiming for in each.

Workforce manager qualities illustration

5 qualities of a great workforce manager

Mar 11, 2022 | 7 min read | Dorothy Grace Subang

What’s the difference between a good workforce manager and a great one? It’s these 5 qualities.