A Day in the Contact Center with Tim Heidemann

A Day in the Contact Center with TIM HEIDEMANN

When it comes to running a contact center, it would be hard to find someone with more know-how than TIM HEIDEMANN. With a long...
Valuing the Frontline Role

Valuing the Frontline Role

Generally speaking, many contact centers do an excellent job of discovering and rewarding great performance. Whether through reports, monitored calls or customer satisfaction surveys,...
Contact Center Analytics

Contact Center Analytics: A Look at Goals Vs. Current Use

Do contact centers derive value from their analytics tools? In our 2014 Contact Center Analytics Survey, conducted by Strategic Contact and Contact Center Pipeline,...
The Cost of A Bad Hire

The Cost of a Bad Hire

We’ve all been rooting for the U.S. economy to recover, but as it improves, it’s getting harder to attract and retain agents. In an...
Training Budget Part2

More Tips to Maximize Your Training Investment

In my previous post, I offered five tips to stretch your training dollars and do more with less. The following are five more ideas...
Home Agents

Home Agents: 4 Tips for Building a Cohesive Team Culture

Over time, all work groups develop norms, which are the rules and expectations (either formally or informally established) that guide the team members’ behaviors....
Promoting a Culture of Recognition

Promoting a Culture of Recognition

Do you have a culture of retention or turnover? Do your employees feel like they are on a progressive journey, or that the foot...
First Contact Resolution

Finding Your FCR Opportunities

Any contact received from a customer comes with a set of expectations, and one of those is that the issue will be completely resolved...
Coffee Anyone

Coffee, Anyone?

If you are a WFM Scheduler and need a quick way to boost employee morale, try out a test-run of offering three 10-minute breaks...
Practice Forgiveness

Practice Forgiveness

Have you heard of The Golden Rule? It’s common English phrasing is: Do unto others as you would have them do unto you. The Golden Rule,...
Management 101

Management 101: Flying by the Seat of Your Pants

“Flying by the seat of your pants” is an expression coined by World War II fliers. It was used to describe flying when instruments...
Training Budget

Get the Most Out of Your Training Budget

Training can be one of the biggest costs in any contact center. If you take several hundred (or thousand) agents and multiple that by...
Workforce Management Trust

What? You Don’t Trust Your WFM System?!

If you feel like your WFM system just doesn't give you the right net staffing, here is the approach I take to fixing it....
Call Center Agent Appreciation

”My Husband Just Died“: What Will Your Agents Do Next?

While sitting on the panel during a town hall meeting of contact center leaders, I was asked by Mary, one of the attendees, “I...
Frontline Coaches

Frontline Coaches: Ask Don’t Tell

Despite the critical role that they play in employee satisfaction and retention, frontline supervisors often are not provided with the training on how to drive...
A Day in the Contact Center

A Day in the Contact Center with LINDSEY ANSLOW

LINDSEY ANSLOW has dedicated her career to working in customer-centric contact centers. As Director of Operations at DependableIT, a third-party provider of commercial and residential...
WFM on a Mac

WFMing on a Mac and in Excel Without Add-Ins

Have you ever tried to calculate how many people you’d need to answer 100 calls with a 30-second ASA and a 3-minute handle time? ...
Why Training Matters

Why Training Matters: Linking Training Program Success to Larger Company Goals

Wait a minute, if it’s 2015, shouldn’t we have flying cars by now? Much to the disappointment of Marty McFly from “Back to the...