Develop a strong WFM team from within operations

Charles Watson Workforce Management Jan 13, 2017 7 min read

One of the biggest challenges I faced running workforce management teams was building a strong team with strong bench strength. In other words, creating a team that is not only effective today, but is set up to be successful on an ongoing basis, with no interruption. What is “bench strength”? It’s having people who you can promote into workforce management to fill gaps as people leave, or to scale up the team as business grows. We take that term from sports, where you have active players and you have additional players who sit on the bench. These players are skilled, trained, and capable to go in at a moment’s notice. This can be a part of your succession planning and growth opportunity. In the fast-paced world of contact center management, having a strong bench is absolutely critical. There is no pause button in contact centers.

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5 ways to improve Call Centre employee engagement

Carolyn Blunt Workforce Management Dec 20, 2016 5 min read

Contact centre life should be enjoyable! If your front line agents aren’t engaged with their role and employer then this negatively impacts their performance. Love it or hate it, the phrase ‘Happy People Sell!’ is absolutely true. Happy people also give better customer service.

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How will the US election result impact Contact Centers?

Charles Watson Workforce Management Dec 14, 2016 9 min read

Ahh the idyllic life of the Sentinelese people. In case you don’t know, they are an isolated tribe in India who live on an archipelago in the Bay of Bengal. They number perhaps in the dozens to a few hundred in population and have no contact with the outside world. They are likely the only ones spared the drama of the 2016 American presidential election. For the rest of us, we saw an event that spanned well over a year filled with attacks, drama, and a field of over 20 contenders from the various political parties. Now that the election is over, what does the result mean for the contact center industry?

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What three features you’ll need for successful speech analytics

Carolyn Blunt Workforce Management Dec 05, 2016 6 min read

If your team leaders or quality coaches spend hours identifying calls from which to coach, then good speech analytics will save hours and hours of time and improve results. With the average call centre generating in excess of 200 hours of talk time per day it is often almost impossible for more than 1% of that to be manually listened to, in detail, per day.

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The secret to Call Center Budgeting

Charles Watson Workforce Management Nov 22, 2016 7 min read

It’s that time of year again! For the many businesses that run on a calendar planning year, budgets are being created. Often, the workforce management team doesn’t play a large role in this process, but we should. I want to share with you some ways your workforce management team can help inform this process.

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