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Does Employee Classification Matter to Customer Service?

As companies continue to look for ways to drive down operating costs one area that they’ve found savings is through employee classifications and outsourcing. This has significantly impacted contact centers, with a... Read More

Four Strategies to Improve Competitiveness, Compliance and Efficiency in the Contact Center

In today’s marketplace, there are a numerous obstacles that add costs and complexity to producing continuous customer satisfaction in the contact center. From handling the range of multi-channel customer interactions to increased... Read More

How Do I Know When I Need a Contact Center?

I am often asked by small business owners “how do I know when I need a contact center?” Here is my advice . . . The size of your company is not... Read More

Achieving Success with ICMI's Online Training Pass

Jewelers Mutual Insurance Company Over the past 1.5 years, Tricia Kissinger, Customer Care Manager at Jewelers Mutual Insurance Company, has led the contact center in growing to 30 account representatives (from 12),... Read More

Dispelling the 3 Most Common Myths of Contact Center Operations

These alleged “business truths” actually hurt operator morale, productivity and effectiveness Apple’s prelaunch campaign for its Apple Watch is the latest example of how the contact center is evolving to address attempts... Read More

Operational Success Index: Where to Measure Forecast Accuracy

In part one of this article series we established how each team within the workforce management practice affects the outcomes and success metrics of the call center. Last week in part two,... Read More

Contact Center: 2024 Style

A quick trip to any museum not only provides an interesting picture of yesteryear, it reveals an instructive barometer on the ways we have changed.  What would be the artifacts and displays... Read More

The Times They Are A Changin'

“Come gather 'round peopleWherever you roam…For the times they are a-changin'.” – Bob Dylan In life, there is only one constant: change.   You’ve witnessed this to be true at home and at... Read More

Absent Motivation Means Absent Employees

It all begins with motivation. If your employees are experiencing a lack of motivation in the work place, you’ll see this evident in their productivity. You’ll also see this evident in the... Read More

Top Contact Center Performance Management Challenges

“What’s the biggest performance management challenge in your contact center?” I recently posed this question to contact center leaders. The responses fit into four major themes: Finding time to manage the team... Read More

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If your organization has multiple centers to support 18-24 hour live service across all time zones, how do you schedule agents?

All agent schedule options are represented in all centers regardless of the centers’ time zone.
All agent schedule options are aligned with the centers daylight hours (i.e. an East coast center might schedule agents between 6am – 8pm EST).
A combination: all centers offer all schedule options for 18 of 24 hours and one location covers the 3rd shift.
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