Would you like to have a workforce that is perfectly aligned with your business goals? Do you worry about compliance risk or the impact of your workforce on customer experience? My Workforce Management Knowledge Path can help.
My WFM Knowledge Path will help you build a world-class workforce management department from scratch, or take your existing team to the next level. With my expert advice and resources, you'll be able to deploy your workforce with greater control and help your organization achieve its strategic initiatives.
As a business owner, you know that workforce management is essential to your success. But do you know which workforce management metrics to track? Without the proper metrics, it can be challenging to measure the performance of your workforce and … Read more
Creating a workforce management strategy can seem daunting. However, it is crucial for any business looking to be productive and competitive in today’s marketplace. A good workforce management strategy focuses on all the activities needed to manage and sustain a … Read more
Are you looking for a way to improve efficiency and achieve consistent results in your business? If so, standard operating procedures may be the answer. SOPs are written instructions that describe how to complete a task or activity. They help … Read more
The business world is changing, and the need for a business continuity plan has never been greater. With COVID, increased competition, globalization, and advancements in technology, it’s crucial to have a strategy that will allow your company to be as … Read more
An employee will never treat a customer better than you treat the employee. Organizations constantly focus on improving the customer experience. But, unfortunately, they neglect employee experience in the process. The pandemic has changed how employees view their job. It … Read more
Organizations rarely experience a “normal day” because no two clients are alike, and each staff member is unique. In addition, unexpected events such as pandemics, power outages, fires, protests, and the great resignation challenge businesses to deliver results while protecting … Read more
The workforce management department (WFM) is responsible for the operational processes within an organization. Fundamentally, WFM teams provide the right number of staff doing the right activities at the right time. A world-class workforce management team identifies revenue leakage and … Read more
Workforce management can spell success or failure for an organization. Let’s look at some of the myths about workforce management that are preventing success for organizations. Often viewed as just scheduling, workforce management is much more than that. Instead, it … Read more
The goals of your organization will determine the structure and roles of your Workforce Management Department. However, there are a few key concepts to consider when thinking about how your team should look. This post will provide an overview of … Read more
A Workforce Management department is responsible for the effective allocation and utilization of employees. WFM’s expertise includes forecasting labor requirements, creating and managing staffing plans to accomplish the organization’s strategy and revenue objectives. WFM has primarily served the contact center, … Read more
The Workforce Management department ensures that your company’s workforce can meet the demands of your business. However, they are often relegated to contact centers. Instead, leverage their visibility into work, people, and business processes across all customer touchpoints. In addition, … Read more