Tag: staffing

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...

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...

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 (SBR) is a strategy that provides a contact center flexibility when different skills have different call arrival patterns. SBR also offers tenured...

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

Here's what you'll find inside our October issue: FEATURE ARTICLES The Digital Workplace By Susan Hash Employees today have higher standards for digital technology in the workplace—and they’re...