Exclusive WFM Expert Talks Available Online Now - Recorded at PlanCon 2018

injixo WFM Strategy Jan 24, 2019 2 min read

On 2nd October and 3rd October 2018, PlanCon, a new conference tailored to Contact Centre Professionals and WFM Heroes took place in London.

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.

A selection of our expert talks from PlanCon 2018 is now available online. So grab a cup of coffee, make yourself comfortable and enjoy the latest insights from leading WFM experts right from your screen.

Read more ...

Nail Your Service Level by Manipulating Supply and Demand

Charles Watson WFM Strategy Dec 20, 2018 10 min read

In this article, we’ll review best in class practices for achieving service level by adjusting the number of available agents (supply) and the amount of incoming workload (demand). 

Read more ...

Stabilize Service Levels During Busy Seasons by Avoiding these Planning Mistakes

Charles Watson Operations Strategy Nov 28, 2018 7 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.

Read more ...

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

Charles Watson Operations Strategy Oct 24, 2018 11 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?"

Read more ...

How to Take Advantage of Artificial Intelligence in Your Contact Center

Charles Watson Workforce Management Sep 20, 2018 10 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. 

Read more ...
1 2 3 4 5 ··· 18