Occupancy is a key metric for contact centers that neither want to burn money nor burn out their agents. It's also crucial for getting long-term hiring and staffing plans right and for improving efficiency and customer satisfaction. Learn more.
Workforce Management (WFM) at contact centers is changing. What trends should planners and contact center managers keep an eye on in 2020? Three experts at injixo bring their own unique perspective to the table.
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.
"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.