What is Erlang?
Authored by: Juanita Coley Guest Interview: Umar Tariq Hey there, WFM folks! Welcome back to Tipsy Thursdays, where we talk everything about WFM, EX and CX! In this episode we’re uncorking the mystery around Erlang, a powerful tool often shrouded in misconception and myth within the realm of business operations. What is Erlang? Erlang isn’t some […]
Innovation Without Disruption: Insights from Avaya’s Analyst Event
If you’ve been around the call center space for any length of time, Avaya is a name you’re likely very familiar with. I remember years ago while working in a call center as an RTA (Real Time Analyst), part of my job was to update agent skills based on queue wait times. Now this may […]
WFM and QM: What are the Impacts?
https://youtu.be/GSXVc21QGvw Authored by: Juanita Coley Guest Interview: Chafik Abdellaoui Hey there, WFM folks! Welcome back to another exciting edition of Tipsy Thursdays, your go-to source for all things WFM, EX, and CX! Today, we’re diving deep into the impacts of WFM (Workforce Management) and QM (Quality Management) and debunk some common myths surrounding them. These […]
What is ASA and can It Ever be Tooo Good?
https://youtu.be/gUINSnvYt9k Authored by: Juanita Coley Guest Interview: Derrick Staton Hey there, WFM folks, and welcome back to another episode of Tipsy Thursdays where we talk everything about WFM, EX, and CX! In this episode, we’re popping the cork on a topic that’s central to customer service excellence: Average Speed of Answer (ASA). But hold on […]
What is OCC and the Impacts to EX?
https://youtu.be/AYVWwa_pGxQ Authored by: Juanita Coley Guest Interview: Mark Williams Hey there, WFM folks! Welcome to another edition of Tipsy Thursdays, where we talk everything about WFM, EX, and CX! Today, we’re diving into a topic that’s often overlooked but holds immense importance in the realm of contact center management: Occupancy, or OCC for short. Let’s […]
What is CCaaS and how does It Impact your WFM Strategy?
https://youtu.be/hZlE2s3lwng Authored by: Juanita Coley Guest Interview: Manoj Bhatia Hey there, WFM folks! Welcome to another edition of Tipsy Thursdays, where we talk everything about WFM, EX and CX! So, you’ve probably heard all the buzz about CCaaS, but what exactly is it and how does it affect your WFM strategy? Let’s dive in and […]
The RTA and Its Importance
https://youtu.be/I18Gi47mgeM Authored by: Juanita Coley Guest Interview: Dan Smitley Hey there, WFM folks! Welcome to another edition of Tipsy Thursday blog! Today, we’re diving into the world of RTA – Real-Time Adherence. Ever wondered what it is and why it’s so important in today’s dynamic work environments? Well, buckle up because we’re about to uncover […]
What is ACW and should We be Tracking it?
https://youtu.be/HlGoWY8fksU Authored by: Juanita Coley Guest Interview: Jonathan Hall Hey there, WFM folks! In this edition of Tipsy Thursday blog, we’ll talk about ACW and explore why this often underestimated phase of customer service – sometimes even deemed worthy of elimination for some – is actually crucial. First, What is ACW? So, you just had […]
Scheduling Best Practices in a 24/7 Call Center
https://youtu.be/Tf24jjrmiVw Authored by: Juanita Coley Guest Interview: Allan Juarez Hey there, WFM Warriors! In this edition of Tipsy Thursdays, we’re delving into the dynamic world of call centers and uncover the secrets of effective scheduling. As a seasoned veteran of the 24/7 call center hustle, I’ve picked up a trick or two about juggling schedules […]
What is the MOST Important Call Center Metric?
https://youtu.be/HhLTkH3eruc Authored by: Juanita Coley Guest Interview: Todd Hixson Hey there, WFM warriors! In today’s Tipsy Thursday blog, we’re on a mission to unravel the mystery behind the MOST important call center metric. When it comes to call centers, there’s a myriad of metrics that are often touted as the most important. From First Call […]
WFM influence on Employee Experience and the Trickle down Impacts to Customer experience and Business Profitability
https://youtu.be/BBUJ0cTwevE Authored by: Juanita Coley Guest Interview: Sean Ilenrey Hey there, WFM warriors! In today’s Tipsy Thursday blog, let’s dive and explore how Workforce Management (WFM) is not just a behind-the-scenes discipline but in fact, a key player in shaping the overall success of a business. From enhancing employee experience to influencing customer satisfaction and, […]
What is the Role of Forecasting?
https://youtu.be/vDvw_M87qdQ Authored by: Juanita Coley Guest Interview: Alec Bowman First of all, What is Forecasting? Before we delve deeply into the role of forecasting, let’s discuss WHAT forecasting is. Too many times, individuals and organizations alike don’t have a clear picture of the difference between what forecasting is and the role of forecasting and forecasters. […]
