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Workforce Management

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6 Steps to Build Better Workforce Management

How to improve the relationship between WFM and operations Good working relationships are important across all lines of business in order to have a better chance of success. In call centers, one... Read More

How to Overcome 6 Contact Center Metrics Mistakes

Reporting can become a way of life in the contact center. But with so much to collect, analyze, and act upon, it's easy to make mistakes. Is your contact center guilty of... Read More

28 Tips for a More Efficient Contact Center

Successful contact center agents must be patient, empathetic, critical thinkers and problem solvers. They must remain composed during stressful times, and have a heart for serving customers. On top of it all,... Read More

How Remote Employees Can Help Contact Centers Better Manage Peak Seasons

Over the past thirty years the contact center has become a business’ biggest resource. Larger companies no longer need to staff and manage customer service or lead generation departments. Smaller companies can... Read More

#ICMIchat Recap: 18 Tips to Maximize Small Contact Center Productivity

The challenges of small contact center management are unique, which is why we devoted an entire #ICMIchat to discussing those challenges. This slideshow highlights 18 of the top tips our participants shared.... Read More

Why Texting Needs to be a Part of Your Workforce Optimization Strategy

The rise of messaging for business communication has taken the world by storm, and your contact center needs to be ready to respond. But first, you need to make sure you’re responding... Read More

A Strategic Blueprint for the Most Effective Contact Center Team

It used to be that you sat in a room with other people, answered the phone, were polite and helpful, resolved customer issues and went on with your day. Now, you could... Read More

Understanding the "Power of One"--As Important as Ever

With ICMI’s current editorial focus on the dual themes of hiring and workforce optimization, we’d be remiss to not cover “the power of one.” It is among the most important principles to... Read More

Making the Most of Your Workforce Management Solutions: Productivity is Key

A productive work environment is key to any workplace, specifically in reference to call centers where time is money. It’s important that everything from payroll and benefits to performance management and scheduling... Read More

Overcoming Obstacles of a Remote Workforce

A few short decades ago handling the daily communications and operations of the workplace was completely different. Transmitting a file meant waiting on a fax to slowly transcribe an original paper document... Read More

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Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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