5 ways WFM for agents is great – explained by a former agent
More information, focus and help: these are just some things workforce management can help agents with.
WFM World
Why time tracking is better for agents than managers – contrary to popular belief
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...
You are not alone: hundreds of other businesses feel these 10 WFM pain points
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.
Agent Scheduling: what is it and why you should care
Getting agent scheduling right is critical for your support teams. Learn what agent scheduling is, what to do and what to avoid.
Improving Employee Experience to Improve Customer Experience
Annette Franz, CCXP, founder and CEO of CX Journey Inc, explains how and why improving the Employee Experience also improves your customer experience.
Essential WFM metrics for any workforce manager
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.
5 qualities of a great workforce manager
What’s the difference between a good workforce manager and a great one? It’s these 5 qualities.
65 Key Workforce Management Terms: A Very Simple DiCXionary
A glossary of key terms every workforce manager should know. From A to WFM.
Handling Scheduling errors: an easy guide for workforce managers
Whether you’re understaffed or overstaffed, we’ve got you. These creative ideas will help!
Making WFM Bad News Bearable
3 simple ways to make it easier to break bad news to your CX agents.
