Asynchronous Chat is developing into a promising new channel for contact centers. If you want to make use of it, read on to learn more about the challenges and potential benefits for your center.
Posts in category Wfm Strategy
"Thought provoking... Insightful... Invaluable… Informational... "
That’s how attendees rated this year’s PlanCon in Manchester UK and we’re both happy and grateful for the overwhelmingly enthusiastic feedback we got.
Some planners always seem to be in control of the situation while others frequently struggle with inaccurate forecasts, inefficient schedules and unexpected intraday issues that put service levels under pressure. However, the personality of the planner plays only a minor role. More important are the daily habits that a planner does or doesn’t cultivate.
In this blog post you'll learn about 15 key habits that will make your life as a planner easier and more successful.
(Update: You can now download the webinar recording here.)
You want to make a difference in your contact center. Be a successful and effective planner. Get your service level right - consistently! But you know how difficult Service Level Management can be at times. The challenges and expectations are huge.
Does your contact center have a robust Service Level Agreement? If not, here is your chance to introduce one. Service Level Agreements are a tried and tested tool to improve alignment, productivity and service quality in contact centers.
In this blogpost you’ll learn how to set up a solid Service Level Agreement (SLA) that your contact center will truly benefit from.