Stabilize Service Levels During Busy Seasons by Avoiding these Planning Mistakes

Charles Watson Operations Strategy Nov 28, 2018 10 min read

Busy times like the holiday season are a critical time of year for contact centers. One mistake can have devastating effects on service levels and ultimately on your customer experience. In this article you’ll learn which mistakes to avoid if you want to achieve your service level.

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5 Problems Contact Centers Face During the Holiday Season and How to Tackle Them

Charles Watson Operations Strategy Oct 24, 2018 16 min read

 

We’re heading into the holidays! For the lucky people not managing contact centers, that’s a blissful statement. In the US, we’re gearing up for Halloween, Thanksgiving and Christmas.  And globally, we’re all getting ready for some holiday shopping! This is amongst the busiest time of the year, especially for the customer service industry. The question that many contact center managers and planners ask themselves now is: "How do I maintain service level successfully?"

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How to Take Advantage of Artificial Intelligence in Your Contact Center

Charles Watson Workforce Management Sep 20, 2018 16 min read

Most companies are always on the lookout for the next ‘Game changer’ for their contact center.  When you talk to experts, you’ll hear a lot of buzzwords these days, such as ‘Omnichannel’, ‘Net Promoter Score (NPS)’, ‘Chatbots’, and ‘Artificial Intelligence (AI)’.  It can be challenging to sift through all of these terms to see what actually matters to you. 

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2018 Contact Centre WFM Benchmarking Study - powered by injixo

injixo News Sep 04, 2018 4 min read

London, England:  injixo is running a comprehensive study of WFM professionals to reveal how today’s contact centres compare in the practices they use across the planning cycle, the channels they plan for, the KPIs they use, the size of the planning team and many other parameters. The survey is not limited to users of injixo WFM, it is open to planning professionals in all industries and users of all software tools, even spreadsheets.

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Join PlanCon: 2018’s Must-Attend Event for WFM Heroes

injixo News Aug 30, 2018 3 min read

London, England: injixo is excited to announce PlanCon 2018, a special conference tailored to Contact Centre Professionals and WFM Heroes. 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.

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