Your Adherence Goal Might Harm Your Contact Center

Charles Watson Intraday Management Mar 21, 2019 8 min read

Real time adherence is a critical part of managing a contact center. You have to ensure your agents are on the phones as scheduled. After all, your plan depends on it. But what adherence target is reasonable? How do you set a realistic adherence goal that agents can actually achieve?

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Finally: Get Service Level Management Right. Join Our Free Webinar!

injixo WFM Strategy Feb 19, 2019 4 min read

 

(Update: You can now download the webinar recording here.)

You want to make a difference in your contact center. Be a successful and effective planner. Get your service level right - consistently! But you know how difficult Service Level Management can be at times. The challenges and expectations are huge. 

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How to Set up a Service Level Agreement (SLA) for Your Contact Center

Charles Watson WFM Strategy Jan 29, 2019 19 min read

Does your contact center have a robust Service Level Agreement? If not, here is your chance to introduce one. Service Level Agreements are a tried and tested tool to improve alignment, productivity and service quality in contact centers.

In this blogpost you’ll learn how to set up a solid Service Level Agreement (SLA) that your contact center will truly benefit from.

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Exclusive WFM Expert Talks Available Online Now - Recorded at PlanCon 2018

injixo WFM Strategy Jan 24, 2019 4 min read

On 2nd October and 3rd October 2018, PlanCon, a new conference tailored to Contact Centre Professionals and WFM Heroes took place in London.

PlanCon is designed to provide the inspiration, education and connections to accelerate and master Contact Centre Planning, through a mixture of inspiring keynotes, panel discussions, WFM best practice sessions and networking galore.

A selection of our expert talks from PlanCon 2018 is now available online. So grab a cup of coffee, make yourself comfortable and enjoy the latest insights from leading WFM experts right from your screen.

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Nail Your Service Level by Manipulating Supply and Demand

Charles Watson WFM Strategy Dec 20, 2018 17 min read

In this article, we’ll review best in class practices for achieving service level by adjusting the number of available agents (supply) and the amount of incoming workload (demand). 

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