Workforce Management

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 are... Read More

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Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the... Read More

These key categories of measures and objective are as important for Facebook and Twitter interactions as they are for traditional contact channels. Establishing the right measures and objectives is one of the... Read More

In many contact centers, abandonment rate is viewed as a key measure of how adequately the center is staffed. I often get questions like, what is an acceptable rate of abandonment? What... Read More

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

Contact center leaders have a lot on their minds. From the quality of their technology to creating a memorable customer experience, there are plenty of blinking lights that require attention. While all... Read More

As contact center leaders, we are always in search of the best way to manage our operations, which can often translate to how well we are managing costs. But our job is... Read More

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

In the small contact center, one person calling out sick can wreak havoc on service levels. And for contact centers of any size, agent attrition remains a top challenge. Looking for a... Read More