ICMI's Top 50 Contact Center Thought Leaders on Twitter
By Erica Strother
Published: August 06, 2014
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
By Robert Archambault, Jeffrey Rogerson, Justin Marty | Published: March 26, 2015 | Comments
Managing a small contact center comes with its own set of unique challenges and opportunities--especially when it comes to forecasting, scheduling and staffing. That's why we devoted an entire #ICMIchat this week... Read More
By Erica Strother | Published: March 26, 2015 | Comments
Kicker: Small contact centers face big challenges. Here are ways you can meet them successfully.
Small contact centers—those with fewer than 50 agents (and, yes, they can get much smaller, e.g., there... Read More
By Brad Cleveland | Published: March 25, 2015 | Comments
Customers want choice and convenience. They want the companies that they deal with to be where they are, when they need them. Yet, we are not there. According to Dimension Data while... Read More
By Dougie Cameron | Published: March 24, 2015 | Comments
Attrition is one of the biggest challenges contact centers face. Can you relate?
In this video I share two of the main causes at the root of attrition and offer up some... Read More
By Jim Rembach | Published: March 24, 2015 | Comments
For established organizations ranging from start-up to small and medium-sized businesses (SMB) in need of a solution to promote a customer-centric environment, we spotlight inContact’s Discover WFO suite. Discover is a fully... Read More
By Gerald Sincalir | Published: March 23, 2015 | Comments
Is your contact center prepared to handle its peak season?
In this video I share 3 common strategies contact centers can use when trying to manage their peak seasonal call volumes. The... Read More
By Jim Rembach | Published: March 20, 2015 | Comments
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
By Pamela La Gioia | Published: March 19, 2015 | Comments
With the addition of new service channels, and the increasing knowledge of customers, contact workforce management has become more complex than ever.
What's the best way to hire for all the new... Read More
By Erica Strother | Published: March 19, 2015 | Comments
Despite your best-laid plans, you will find yourself trying to fill your open positions at the eleventh-hour. Whether you’re gearing up for seasonal hiring, expanding your staff to accommodate a new client,... Read More
By Kevin Hegebarth | Published: March 18, 2015 | Comments
Improve Workforce Efficiency Across Business Processes
The Secret to Delighting Customers in a Digital World
What's In Your WFO? Workforce Optimization for Today’s Contact Center
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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