More information, focus and help: these are just some things workforce management can help agents with.
As someone who worked with time tracking software as an agent, I know firsthand how aggressive this can sometimes feel. Agents dealing with time tracking can wonder: “You are following...
From remote support teams having no visibility to how difficult scheduling is, our Partnerships Executive goes over the WFM pain points ALL of our customers experience – and you probably feel too.
Getting agent scheduling right is critical for your support teams. Learn what agent scheduling is, what to do and what to avoid.
Annette Franz, CCXP, founder and CEO of CX Journey Inc, explains how and why improving the Employee Experience also improves your customer experience.
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.
What’s the difference between a good workforce manager and a great one? It’s these 5 qualities.
A glossary of key terms every workforce manager should know. From A to WFM.
Whether you’re understaffed or overstaffed, we’ve got you. These creative ideas will help!
3 simple ways to make it easier to break bad news to your CX agents.