contact center attrition

5 Tips to Lower Contact Center Attrition

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Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight. These metrics can show why an agent […]

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schedule adherence

5 Tips for Improving Contact Center Schedule Adherence

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The backbone of managing labor within a contact center is often centered on a workforce management (WFM) system. WFM systems are responsible for forecasting the volume of contacts (phone calls, chats, SMS, email, etc.) and scheduling the staff required to handle that forecasted volume. Schedule adherence is simply the measurement that quantifies the percentage of […]

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contact center system features

The Top 10 Contact Center System Features for 2018

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Here’s our hit list of the top 10 contact center system features for 2018 you won’t want to miss. They are not in any specific order, and for good reason: what will be most important in your contact center environment will largely depend on where your focus will be next year. Will you be looking […]

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Get Ready for 2018 with These Free Research Reports

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Are you getting ready for 2018 planning? If so, we’ve compiled a short list of reports you will probably want to read (and we’re giving them to you free): Drive Revenue with Great Customer Experience, 2017 – Forrester Research In this report, industry analysts from Forrester Research, a leading global research and advisory firm, look […]

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performance management

Performance Reviews vs. Performance Management in the Contact Center

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Nearly 10 years ago, Harvard Business School professor James L. Heskett noted that performance reviews “rank alongside root canal dental work on our list of things we look forward to as managers and employees1.” ​Yet despite near-universal frustration with the process, the HR-mandated performance review has long been a mainstay in the modern business ​world. It seems […]

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contact center gamification

Contact Center Gamification Mistakes to Avoid

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It was the start of a new fiscal year, and my team was pumped and ready to meet the lofty goals set for our contact center. To capture that momentum and further motivate my team, I launched a contact center gamification program-racing to the finish line. At the end of every day, each agent would […]

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Implementing Contact Center Solutions? Protect Your Headcount.

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If you’ve been a manager, either contact center or otherwise, you know that getting – and sometimes even maintaining — headcount is a challenge, even when implementing new contact center solutions. In some organizations the budget process can feel like an full-time equivalent battle to the death, with multiple functions dueling and negotiating to justify […]

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5 Workforce Management (WFM) Processes You Shouldn’t Live Without

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Businesses are working smarter, faster, and constantly looking for ways to increase efficiency by reducing waste and increase productivity. Contact center operations have always been in a pressured position to better manage cost while continuing to drive a great customer experience. Workforce Management (WFM) is one of the key components in meeting these objectives. But […]

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