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Skills-Based Routing: 5 Common Problems You Can Avoid

Skills based routing is getting renewed attention as contact centers expand services, add channels and, in general, require a more diverse range of subject matter experts. But you have to manage it... Read More

Why Leaders Need to Spend Time on the Frontline

How much time should senior leaders spend in their customer service operation? Brad Cleveland recently answered this question during his "Thrive in the New Era of Customer Relationships" video series. Watch what... Read More

Tips for Overcoming Common Back Office Challenges

The front office and back office in the contact center world are a lot like the concept of yin and yang. Described as seemingly opposite or contrary forces, they may be complementary,... Read More

15 Ways to Strengthen Your Contact Center

A few years ago I was part of a conference panel discussion designed to share a wide range of ideas on improving call center operations. The rules were simple: each idea had... Read More

How Agent Exposure to Customer Data is Putting Contact Centers at Risk

Even in today’s digital age – with self-service technologies, powered by artificial intelligence (AI) and automated chatbots—enterprise contact centers with live agents and customer service representatives (CSRs) continue to play a vital... Read More

Outsourcing Is Evolving, Providing Many Options

Contact center outsourcing is not “all-or-nothing;” to succeed, you’ll need to think through the specifics I am often asked for my thoughts on outsourcing: "How do customers feel about it?" "Which states... Read More

Crisis Management Advice for Contact Center Leaders

Tragedies like the shooting in Las Vegas and the California fires– which came on the heels of the tremendous destruction caused by the hurricanes in Texas, Florida, Puerto Rico and the Virgin... Read More

Establishing a Culture That Supports Distributed Teams

As a contact center leader, the results you create—internally and for your customers—depend on being able to get support from people who work at different times, in different places, or within different... Read More

When Disasters Strike: Best Practices for Planning and Recovery

Over the last few weeks, we’ve witnessed devastating disasters including dangerous wildfires, earthquakes, and hurricanes Harvey and Irma. Many of our community members live in the areas impacted, and several of our... Read More

Lessons Learned on the Road to Customer Service Improvement

Learn More About Alberta Pensions Services, 2017 ICMI Global Contact Center Award Winner for Most Improved Customer Service “Nice work on improving FCR scores. It’s clear that this team is forward-thinking, thoughtful,... Read More

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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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