Maggie Klenke

Posts by Maggie Klenke

Maggie Klenke was a cofounder of The Call Center School and is now an independent consultant. Maggie is a frequent speaker at industry events and trade shows. She has several published books and writes articles frequently for the industry press. Follow her on LinkedIn.

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Best Practices to Improve Your Omnichannel Customer Service

Operations Management

Best Practices to Improve Your Omnichannel Customer Service

Maggie Klenke Jul 06, 2021 5 min read

How to Get the External Data Right for Workforce Management

Forecasting

How to Get the External Data Right for Workforce Management

Maggie Klenke May 19, 2016 8 min read

Rise Above the Average: The Importance of Measuring Variability

Forecasting

Rise Above the Average: The Importance of Measuring Variability

Maggie Klenke Apr 18, 2016 5 min read

How do I control absenteeism in my contact center?

Employee Engagement

How do I control absenteeism in my contact center?

Maggie Klenke Feb 01, 2016 5 min read

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Occupancy in Contact Centers: Definition, Impact, & Management

Occupancy in Contact Centers: Definition, Impact, & Management

How to Apply Erlang C in Call Center Planning with Excel

How to Apply Erlang C in Call Center Planning with Excel

Occupancy, utilization, productivity: what’s the difference?

Occupancy, utilization, productivity: what’s the difference?