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Four Ways to Attract and Retain Millennial Agents

Pew Research Center defines millennials as anyone born between the years 1981 and 1996 (ages 22 to 37 in 2018). Today more than...
High Absenteeism? Consider Your Agents’ “Breaking Point”

High Absenteeism? Consider Your Agents’ “Breaking Point”

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...
Planning in the Contact Center

Plan and Measure = Pleasure

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...
How to Create the Right Forecast to Drive Customer Experience Success

The Value in Accuracy: How to Create the Right Forecast to Drive Customer Experience...

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

The Secret to Training Seasonal Agents

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

Talk Is Cheap… Or Is It?

Generally speaking, the idiom “talk is cheap” is understood to mean that it is easier for folks to say what they will do rather...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in March

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...
10 Tips to Improve Agent Scheduling

10 Tips to Improve Agent Scheduling

Work in a contact center for any length of time and it soon becomes apparent that the largest capital expenditure is in staff. Agents...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in February

February may be short on days, but that doesn’t mean that we’re short on content! Our five most-read blog posts of the month touched...
5 Mistakes to Avoid When Scheduling with Workforce Management - WFM

5 Mistakes to Avoid When Scheduling with WFM

Workforce management (WFM) technology has developed alongside the contact center, coming a long way from the single-channel scheduling tool it once was. WFM helps...
Skills based routing impact on service level in the call center

Skills-Based Routing: Assess the Impact of Crosstraining on Service Level

Skills-based routing (SBR) is a strategy that provides a contact center flexibility when different skills have different call arrival patterns. SBR also offers tenured...
Contact Center Experts share their thoughts on the year ahead

A Look Ahead: 17 on ’17 (Part 1)

The last few years have brought constant change and evolution in customer expectations, technology, digital channels and how contact center leaders and solutions providers...