Is there room for better absenteeism insights Ever asked for an Absenteeism Trend report from the WFM team and got view of average absenteeism per day, using a line chart on excel, pointing out which day of the week had the highest absenteeism? How useful has that been to you, other than just the “o...

Can WFM be a role model to Ops? Getting the most out of your contact centre is not often an easy task, considering that the deciding factor on whether or not your plan is executed effectively is very dependant on people. It therefore becomes a major and sensitive task to get people to follow the pla...