Workforce Management Collection Contact Center Pipeline / Aug 2022 / Article Collections Workforce Management Article Collection Gordon MacPherson, founder of Incoming Calls Management Institute (ICMI), defined call center management as “The Art and Science of getting the right number of people, in the right place, at the right time, doing the right thing.” That sounds rather simplistic until we start applying the art and science to make that happen. Layer on our challenges of having distributed workforces and remote operations and our strategy for getting this right becomes even more difficult. Subscribers Download Article [PDF] Contact Center Pipeline INSIGHT AND INSPIRATION FOR CONTACT CENTER PROFESSIONALS Contact Center Pipeline Magazine is published monthly, with in-depth articles, first-hand research, and forward-thinking perspectives that you won’t find anywhere else. Our proven subject-matter experts uncover the latest trends, actionable insights, and inspiration for you and your team. Put Contact Center Pipeline's insight behind your contact center decisions. Blog | Twitter | LinkedIn | CCP Linkedin Group Next Article Adaptive Leader Collection Related Articles More Workforce Management Collection Adaptive Leader Collection Contact Center Management Basics Collection Related Articles More Workforce Management Collection Adaptive Leader Collection Contact Center Management Basics Collection