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...

Here's why your sales contact centre needs WFM analytics Following from my last article, “Applying WFM in Outbound Contact Centres”, lets take a look the possible financial gains in your business by implementing and applying WFM Analytics. Based on a Cold Calling environment, I conducted an analysis...