The goal of workforce management (WFM) is to optimize the deployment of the most valuable - and costly - resource in every contact center: the employees.  That won’t happen unless you optimize the shifts of your employees. Yet we often see contact centers using old-fashioned fixed shifts and rotas even when they have a WFM system that enables more sophisticated scheduling. Why does that happen? Why is it a bad idea? And what is the best way to transition from fixed shifts to optimized schedules?

A Leap Of Faith is an act of believing in or attempting something whose existence or outcome cannot be proven or known.

So much of the work we do with our clients around culture change requires a leap of faith. Without taking action, 'giving it a go', doing something differently or experimenting with a 'new way', NOTHING changes. Let me repeat this NOTHING changes. Yet the majority of human beings need some kind of 'proof' that it will all work out BEFORE they are prepared to take 'that action'.