Tag: flexible scheduling
Inside View: PFS
Like so many companies, PFS’ customer care team had to make the quick shift from a fully on-premise operation to a work-from-home model during...
Rebooting Your Workforce Management Strategy
Our workforce management (WFM) landscape is changing at breakneck speed. Many organizations are now 100% work-from-home or have a workforce divided between brick-and-mortar and...
On-Trend: At-home Agents
You know something is pretty important or interesting these days if it’s referred to as being on-trend, or trending. It’s not the same as...
The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers
Managing the contact center for maximum effectiveness has taken on a whole new level of importance as today’s agents are signing up for a...
On-Demand Is in Demand: Online Talent Platforms Are Shaping the Future of Work
Say what you will about the gig economy, the concept holds high appeal for contact center agents who crave more control over their schedules....
Revisiting Contact Center Schedule Adherence
When you find someone in a contact center who is passionate about schedule adherence, it’s a good bet he/she is (or once was) a...
Promote Better Work-Life Balance in the Contact Center
Although there is some difference of opinion about exactly what the term “work-life balance” means, Dolly Parton, in her classic comedy “9 to 5,”...
Inside View: Delta Vacations’ Customer Engagement Center
Most companies—and contact centers—have traditionally operated on the principle that the rules of the workplace always outweigh the needs of employees. Few companies have...
