Tag: staffing

Whew! You made it. Your team made it. Another holiday season is behind you. Despite all the challenges, despite all the: Product inquiries Order status checks Incorrect...

Some people believe that changing technology is behind the disruption that’s roiling markets. But attributing disruption to technology is dead wrong—disruption is really driven...

Contact center leaders often find themselves faced with the challenge of having to quickly staff up to accommodate business growth and expansion. Identifying a...

As one customer recently shared in a G2 review, “We have realized millions of dollars in savings by not only taking advantage of offline...

Pew Research Center defines millennials as anyone born between the years 1981 and 1996 (ages 22 to 37 in 2018). Today more than...

I don’t know about you, but I’m pretty frustrated by clients, prospects and some contact center managers who think that the only reason agents...

Like all humans, contact center leaders are driven by the brain’s insatiable desire to experience PLEASURE and in so doing avoid PAIN! I think...

Few words carry as much weight for workforce management (WFM) professionals as forecasting. Nothing else has the power to simultaneously elevate and torpedo the...

“They are just temps,” said one contact center manager describing his seasonal agents. “They will be gone in a couple of months!” That condescending...

Generally speaking, the idiom “talk is cheap” is understood to mean that it is easier for folks to say what they will do rather...

March definitely came in like a lion in many parts of the country. But when the weather is lousy, it’s a good time to...

Work in a contact center for any length of time and it soon becomes apparent that the largest capital expenditure is in staff. Agents...