All about workforce management
Jo's Blog
Our Senior WFM Consultant, Jo, shares her thoughts and experiences on WFM and contact centres.
Hi, I’m Jo 👋
I have over 25 years’ experience working in the contact centre industry. Predominantly in Training and WFM roles, I enjoyed working in 12 contact centres ranging in size from 70 to 2000 agents, this included 9 years as a happy customer of QPC!
During my role as a WFM Consultant since September 2007, I have worked with more than 100 contact centres.
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Keeping you up to date
Do you need a SWAT team in your contact centre?!
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Hello everyone Are you responsible for maintaining user records, setting the rules on how agents can use their MyTime app and also creating schedules? If
Contact Centre Home Working – WFM Processes
One of a series of blogs about homeworking in our industry, this week we look at what steps your scheduling and real time team can
Contact Centre Home Working – Managing and Training
One of a series of blogs about homeworking in our industry, this week we look at nurturing and developing your homeworking agents. What does the
Contact Centre Home Working – Recruitment and Guidelines
One of a series of blogs about homeworking in our industry, this week we look at taking on new homeworkers and setting the ground rules.
