How can I reduce idle time in my call centre?

Darren Deehan Workforce Management Sep 23, 2015 4 min read

They say that the devil makes work for idle hands, which basically means if you have nothing to do you will get up to no good. I'm sure we can all relate to that in some fashion.

Read more ...

Utilizing slant schedules for improved efficiency

Joshua Heffner Workforce Management Sep 10, 2015 2 min read

Many contact centers find that the predictability of traditional 5x8 schedules are an attractive quality of life feature for their staff. Unfortunately, while these types of shifts are an easy solution when the weekly demand curve is flat, for many workforce planners, the demand curve looks more like this:

Read more ...

Why do people love working for InVision Group?

Chris Dealy No-Management Jul 14, 2015 15 min read

Ask any of our employees and they’ll tell you that InVision is not a regular IT company. This year we may be celebrating 20 years of developing sophisticated Workforce Management (WFM) software applications, but we continue to embrace the latest techniques, we have a refreshingly dynamic company culture and a brilliant working environment.

Read more ...

Companies perform better with No Management

Chris Dealy No-Management Apr 09, 2015 6 min read

Sounds a bit like a Brave New World, doesn’t it? At InVision, we have embraced the No Management organisation model and we are already reaping the rewards. More importantly, so are our customers. What does an organisation without a traditional management hierarchy look like and could you apply the principles to your organisation?

Read more ...

Social-customerservice and its impact on the contact centre

Darren Deehan Workforce Management Feb 03, 2015 6 min read

Nationwide Building Society in the UK have been making big about the fact that they now provide 24/7 customer service support via Twitter. They point out that Nationwide were the first High Street banking firm to take this step and thus they have stolen a march on their competitors. The message is that Nationwide are really in touch with what people are doing with their products and services - and how they want to access those products and services.

Read more ...
1 ··· 8 9 10 11 12

Get regular blog updates

No spam, unsubscribe anytime.
Free eBook for Call Center Experts
How to successfully achieve Service Level
Get eBook