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Checklist Day

Happy Checklist Day!  Checklists are a helpful way for many of us to stay organized.  The first documented use of a checklist was in 1935 as a result of an airplane accident. In managing our workforce and forecsting processes, organized checklists for daily, weekly,...

Polish your data using TEXT

The text function is a nifty little feature in Excel that will allow us to make our reports crisp.  Have you ever added a column for the sole purpose of putting “per hour” behind a dollar amount?  Have you ever wanted to put the day of week next to a...

Welcome!

Queueless??? Really?  The reality is that queues are a part of life in the contact center.  That is WHY ACDs were created.  The challenge is getting our organizations to make sound decisions about service level and response time objectives that support building...

Malaysia

My most recent business travel was to Penang, Malaysia.  Gorgeous place – wonderful center.  I love my clients! Workforce management continues to be a hot button for organizations.  If we cannot get our forecast right – we do not get the right level of...