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Author: Matt McConnell

By Matt McConnell
in Best Practices / Metrics
on Jul 24, 2012

Not So Idle Thoughts on Recycling Idle Time

Recent talk in the industry takes exception with the concept of making idle time productive by suggesting there isn’t really...

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By Matt McConnell
in Best Practices / Metrics
on Jul 16, 2012

Revising Forecasted Schedules: Survey Results of WFM Professionals Part 2

In a previous post, we covered the issues that workforce managers reported as their top challenges for 2012. Not surprisingly,...

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By Matt McConnell
in Best Practices / Metrics
on Jul 10, 2012

The Hero and Villain of Contact Center Performance: 3 Lessons Learned from Batman

In the spirit of the new Batman movie, The Dark Knight Rises, I believe there a number of lessons we...

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By Matt McConnell
in Best Practices / Metrics
on Jun 26, 2012

Next-Generation Call Center Terminology: Six Must-Know Terms

The contact center landscape is continuously changing. Consumer 2.0 dictates that agents must be more informed than ever before to...

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By Matt McConnell
in Customer Experience
on Jun 15, 2012

Moments of Truth: Key Trends that Impact How Your Call Center Delivers in the Clutch

“Character may be manifested in the great moments, but it is made in the small ones.” ~Phillips Brooks Call center...

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By Matt McConnell
in Innovation
on May 22, 2012

Do Your Contact Center Agents Have What They Need To Succeed?

In our experience working with leading call center executives around the world, we've found that most share one thing in...

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By Matt McConnell
in Best Practices / Metrics
on May 9, 2012

Survey of WFM Professionals: Part 1 – Top Challenges for 2012

In the first quarter of 2012, we surveyed workforce management professionals to learn more about the goals and challenges that...

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By Matt McConnell
in Workforce Infrastructure
on Apr 23, 2012

What Makes a Millennial Contact Center Agent Tick?

The latest generation entering the workforce brings a new energy to the contact center, which also brings new challenges to...

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By Matt McConnell
in Workforce Infrastructure
on Apr 5, 2012

Call center agents are social too: how social learning improves performance

Facebook and Twitter have become part of the American’s everyday vernacular. We spend countless hours watching videos on YouTube, e-mailing...

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By Matt McConnell
in Workforce Infrastructure
on Mar 19, 2012

Don’t Look Now, but Your NPS is Showing…

Fred Reichheld of Bain & Company introduced the idea of the “net promoter score” in 2003 in an article he...

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