Workforce Management

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Introducing The Workforce-Intelligent Contact Center: From Cost Center to Strategic Partner

Contact center executives and managers: If you’re tired of being considered a cost center, consider this. There is a way to become a bona fide revenue contributor and a strategic member of... Read More

How Do You Know Which Agents Are Right For Which Channels?

Today, it’s no longer a question of whether companies should provide multi-channel customer support. Whatever industry you’re in, meeting your customer in his preferred channel – live phone conversations, web chat, instant... Read More

10 Scheduling Strategies to Optimize Your Workforce

Imagine for a moment that you are the main attraction in a High Wire performance. You’re a little nervous at first and start off a bit wobbly and then you are able... Read More

Now's the Time to Boost Your Talent Management Strategy

This post orginally appeared on the Genesys blog. In most organizations the cost of the front-line agent  workforce typically equates to 80% of the overall contact center budget. As a result, attracting,... Read More

Quality's Not Dead

There is something lurking in your contact center that is, quite possibly, sucking the life out of every agent, supervisor, and manager.  It’s damaging your credibility with customers, restricting the reach of... Read More

Employee Churn 201: Calculating Employee Value

This article was originally published by the Predictive Analytics Times. Much has been written about customer churn - predicting who, when, and why customers will stop buying, and how (or whether) to... Read More

When it Comes to Employee Engagement, Shouldn't Customer Service Representatives Be a High Priority?

A recent report by Bain & Company reveals that employee engagement levels within organizations are lowest among service and sales employees. This is alarming. Shouldn't employees who interact directly with customers be... Read More

Adding Non-Voice Channels to the Mix: Consider Your Customers

Calling a contact center has long been associated with queuing and long wait times, customers today don’t have that time to wait and therefore turn to other channels. Non-voice channels take up... Read More

#ICMIchat Recap: Different Workforce Models that Work

It's hard to believe, but April is quickly drawing to a close. In honor of our month of WFM ICMI hosted one last #ICMIchat on the topic.  Our focus for this week:... Read More

Hiring and Training for Multi-Channel Support

Hiring and Training for Multi-Channel support requires a robust understanding of the skills, knowledge and attributes that lead to successful employee performance and customer experiences in each channel, and overall. Pinpointing the... Read More

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