How to successfully schedule agent vacations in a call center

Charles Watson Workforce Management May 09, 2017 8 min read

One of the biggest impacts to the morale of your call center agents is the vacation planning process. There are a number of ways to do this. If you can imagine a method for allotting and scheduling vacation time, it’s probably being done somewhere. We’ll go through the methods a bit later on, but let me start out with why this is so critical.

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What contact centers need to consider for your online customer welcome mat

Jenny Dempsey Workforce Management May 04, 2017 6 min read

How many steps does it take for your customer to reach the customer support team on your website? Depending on how many steps, they’ll eventually land on your customer “welcome mat”, eagerly knocking on the door with their questions.

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injixo Joins Talkdesk's AppConnect as Launch Partner

injixo News Apr 27, 2017 3 min read

SAN FRANCISCO – April 25, 2017 – injixo is proud to announce availability as one of Talkdesk’s launch partners for AppConnect, the first enterprise app store. Talkdesk, the world’s leading cloud-based contact center software announced AppConnect today at Opentalk, their annual thought leadership event in San Francisco.

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Employee Engagement: Little Things Make a Big Difference!

Mike Aoki Workforce Management Apr 25, 2017 5 min read

Want to learn how to increase employee engagement in your contact center? We interviewed Jeff Doran, Founder and President of CCEOC Inc. about the secret to increased employee engagement. His company establishes Employer of Choice® (Best Workplace) recognition and certification programs for specific market sectors, including the contact center industry.

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How to successfully manage Service Level in a B2B contact center

Charles Watson Workforce Management Apr 18, 2017 8 min read

One of my first roles in WFM was in a business to business (B2B) environment. My company partnered with several insurance companies to provide pharmacy benefit services. This means that if someone had an insurance carrier for their medical needs, they would contract with us to process and fill the prescriptions that their doctors wrote. We would enter into an agreement to provide customer service support through our contact centers. These agreements included “Performance Guarantees” to achieve certain levels of service level, quality and customer satisfaction. The complexity of managing the workforce in the center became exponentially more complex with this external accountability.

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