ICMI Has Big Plans for 2014!
By Erica Strother
Published: November 14, 2013
Next week is our school district’s Spring Break. Dayna ziplinesThere will be no daily success tips, no top tips, no products to buy, no book recommendations, no videos to watch, no articles... Read More
By Dayna Steele | Published: March 07, 2014 | Comments
If you happened to watch the Super Bowl, or even if you didn’t, you probably heard that the game was a little (OK, let’s be honest, a lot) one-sided. A mistake in... Read More
By Justin Robbins | Published: February 19, 2014 | Comments
Chat is growing quickly, and for good reason. It’s an interactive, context-oriented channel that enables customers to quickly tap the expertise of agents. It can boost customer satisfaction, sales, and first contact... Read More
By Brad Cleveland | Published: January 27, 2014 | Comments
I spoke to a few contact center agents recently and I couldn’t help but feel frustrated in their view of schedule adherence. The very sound of the phrase made them go to... Read More
By Justin Robbins | Published: January 21, 2014 | Comments
It’s hard to believe, but 2013 is rapidly drawing to a close. As we look back and plan ahead, we’re devoting this month to wrapping up the year, answering the important questions... Read More
By Erica Strother | Published: December 10, 2013 | Comments
As industry leaders in the workforce planning profession, measuring data is our job description. Whether you are a consultant, planning and managing for your customer, or part of a workforce management team,... Read More
By Louis Rownd | Published: November 13, 2013 | Comments
With the rise in availability of at-home broadband internet and widely available VoIP calling, the necessity of having any type of worker in a particular brick and mortar location has become largely... Read More
By Howard Lee | Published: October 17, 2013 | Comments (1)
The contact center industry is such a perfect match for virtual agents. Remote workers offer the advantage of a flexible work force to meet client demands, and remote workers are often more... Read More
By Belinda Banks | Published: October 15, 2013 | Comments
Change can be difficult. Often, change is resisted even when it will enhance our life or make it easier. We create justifications for our resistance and over time, the justifications become accepted... Read More
By Lori Kyker | Published: August 06, 2013 | Comments
A few weeks ago we polled our community members to find out if their contact centers currently support at-home agents. The results are in, and nearly half (47%) of all respondents answered... Read More
By Erica Strother | Published: July 11, 2013 | Comments
Big Data: Too Big? Too Much? What's REALLY Needed in the Contact Center?
The Power of One: Getting the Right People in the Right Place at the Right Time for a Better Customer Experience
By Deb Oxborough
Workforce Management for Small Call Centers?
By Debbie Belardes
Monitoring Shift Set-Up Time for Agents?
By Lois Whitman
What is the most valuable capability of your current WFM software?
Do you offer Undertime in your call center?
Do you forecast agent shrinkage (measurement of time lost to things like breaks, vacation, training, lunch, holidays)?
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