Where is Workforce Management headed?

I’ve read a handful of articles on that question over the past few weeks. And I see it on my own team — things are changing, and change we must. We are not the workforce team we were ten years ago.

"Oh my gosh, why do we have so much availability?" "My agents are getting burned out." "We are paying for people to sit around." "Our OCC metric is off — do something!"

These words get tossed around constantly on the contact center floor. People use them like weapons — a way of winning or losing. So today, I'm sharing the secrets I use when the word occupancy shows up on a scorecard, a KPI table, or when a site director is asking why it's red.