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Can we all agree at this point that waiting for the coming revolution of artificial intelligence (AI) and machine learning (ML) has been a bit exhausting?

 If it’s going to happen, can it hurry up and just be done?  

How you welcome your new recruits into your contact centre is the best opportunity you have to embed your culture and influence your staff retention rates – for better or for worse.

Do you know the difference between ‘intraday management’ and an ‘intraday plan’? Quite simply, ‘intraday management’ refers to the process of real-time teams reviewing call volumes and agent stats in real time – keeping a close eye on what was planned vs. what’s happening. An ‘intraday plan’ is then needed for when things go wrong, to help get your team back on track.

Choosing whether to rigidly schedule your agents’ breaks in advance or free-style day-by-day is a tough call to make – especially when both set-ups are proven to work well for some and not for others.

So how do you decide? We asked our panel of WFM experts for their first-hand experience of how best to manage agent breaks in the contact center. Here’s what they said…

Workforce management (WFM) can feel like a whirlwind of constant change. From trying to keep up with HR on training, to supporting operations with retention needs, and more, there’s often little time left to talk to IT about the features you need in your next WFM platform.

…And that’s if you even know where to start!

WFM (Workforce Management) is crucial for contact centers, overseeing staffing levels through forecasting, scheduling, and real-time management. Prioritizing WFM enhances employee experience, optimizes operations, and drives customer satisfaction, empowering contact center leaders to achieve organizational success. 

 WFH isn't suited for everyone, particularly during stressful times like the pandemic. Tips for success include building relationships intentionally, controlling your schedule, creating clear work-home boundaries, investing in your workspace, and mastering basic IT troubleshooting. These strategies can enhance your WFH experience and ensure productivity. 

 A recent virtual town hall delved into the crucial relationship between Employee Experience (EX), Customer Experience (CX), and Financial Strength in the contact center industry. Emphasizing the interconnectedness of these pillars and advocating for balanced decision-making.

 WFM teams bring valuable insights and boost efficiency but are often overlooked. Including them in planning leads to smarter decisions and cost savings. WFM leaders should focus on alignment and relationships to drive organizational success. 

 Moving from Manager to Director requires a significant mindset and skillset shift. Successful leaders prioritize serving their teams and actively listening to diverse perspectives. They also focus on broader organizational goals and cast vision for the future, navigating the transition with these principles in mind. 

This blog emphasizes the importance of empathy and human interaction amidst technological advancements in contact centers. He urges leaders to embrace new technologies while ensuring a balance between efficiency and human connection for a positive customer experience. 

The integration of work and home life has intensified, potentially leading to burnout as boundaries blur. Leaders must recognize the personal impact on employees and their families during remote work, respecting the sanctity of their homes and acknowledging the vulnerability of sharing personal spaces.