WFM Team and Roles
Workforce Managers of the World Unite at the 2012 SWPP Conference
“Managing workforce at your call center takes everything you’ve got. Agents are always mad at you and the service level’s shot. Wouldn’t you like to get away….? Sometimes you want to go where everybody knows your pain, And they’re always glad you came. You wanna be where you can see, our troubles are all the same [...]
Size Matters (WFM Team Size, That Is)
A fellow consultant friend of mine has a client who is struggling with the structure of their workforce management department. When I asked him how many people were on the team, he told me 1 (one). One? Really? Although I strongly believe in the concept of us all technically being our own workforce, one person does [...]
Connect