Do you have the right service level goal in your contact center?

Charles Watson Workforce Management Feb 27, 2018 11 min read

What is your contact center service level goal?  Odds are, some or all of the groups are at either 80/20, 70/30 or some combination of those.  They are extremely common.  Do you use average speed of answer (ASA)?  If so, is it 20 seconds or 30 seconds?  Those are by far the most utilized ASAs.  But what do these actually mean and how do you know if you have the right measure?  

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5 mistakes that might cost your contact center forecast accuracy

Charles Watson Workforce Management Feb 07, 2018 14 min read

First of all, why does Contact Center Forecast Accuracy matter?  In my experience, the most important outcome from a forecast is the headcount or FTE (Full Time Equivalents) that you need.  Every other sub-forecast (contacts, handle time, shrinkage) are all critical to contributing to the headcount forecast.  

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10 Powerful (and Low-Cost) Ways to Engage Your Contact Center Agents

Mike Aoki Workforce Management Jan 24, 2018 7 min read

"No, not pizza again!" said a disgruntled Agent. They hated having the same cliched "motivational" rewards in their contact center. If you still rely on donuts, pizza and movie tickets as the primary perks in your contact center, you need to think again...

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10 reasons why using WFM technology improves your service level

Charles Watson Workforce Management Jan 09, 2018 10 min read

Achieving service levels consistently is critical to ensuring your customers can get through to your business.  Their first impression is how long they have to wait to get through. This challenge can be incredibly difficult, and virtually impossible without the right technology supporting you.  So how can a Workforce Management (WFM) tool help you achieve your service level?  

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Why you should never manage a contact center without WFM software

Charles Watson Workforce Management Dec 13, 2017 16 min read

Virtually every large company uses a workforce management system.  According to a recent survey on US contact center operations, 90% of large contact centers, actively use WFM software today.  Around 66% of those contact centers are actually satisfied with their solution whereas 24% are looking to upgrade or replace their WFM software.

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