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Author: Vicki Herrell

By Vicki Herrell
in Innovation
on Feb 25, 2014

To Multi-Skill or Not to Multi-Skill: That is the Question…

But what is the answer? Unfortunately, it’s not crystal clear what is best. It seems like the trend towards universal...

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By Vicki Herrell
in Workforce Infrastructure
on Jan 28, 2014

The Expansion of Workforce Management into Multi-Channel Contacts

A few years ago, I could go into a room full of workforce management (WFM) professionals and ask how many...

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By Vicki Herrell
in Workforce Infrastructure
on Oct 1, 2013

Listen to Your Agents to Help Prevent Attrition

The Society of Workforce Planning Professionals (SWPP) has done quarterly surveys of workforce management professionals for the past 11 years....

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By Vicki Herrell
in Best Practices / Metrics
on Feb 12, 2013

Need more flexibility in your call center?

The ability to adjust to ever-changing call volumes, call arrival patterns, and seasonality is key to meeting service level/ASA objectives....

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By Vicki Herrell
in Best Practices / Metrics
on Jan 29, 2013

The Holidays Are Over – Or are they?

Whew!  The holidays are over!  No more worrying about too few calls and too much staff (or too many calls...

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By Vicki Herrell
in Best Practices / Metrics
on Dec 18, 2012

It’s not just phone calls anymore!

SWPP held one of our recent quarterly surveys on multi-channel workforce management processes.  This has been a hot topic at...

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By Vicki Herrell
in Best Practices / Metrics
on Dec 4, 2012

Create Great Holiday Communications

With the holidays almost upon us, I thought it would be nice to share some information that I have received about...

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By Vicki Herrell
in Best Practices / Metrics
on Nov 15, 2012

Don’t Forget To Investigate Attrition In Your Contact Center

Attrition is a crucial measurement to managers interested in keeping costs down and customer satisfaction high. Customer satisfaction suffers when...

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By Vicki Herrell
in Best Practices / Metrics
on Nov 8, 2012

Plan Well for Holiday Staffing

It’s holiday time!  In some call centers, that means you have lower call volume and need less staff.  In other...

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By Vicki Herrell
in Best Practices / Metrics
on Sep 20, 2012

How Do You Teach “The Power of One” to Your Agents

As workforce management professionals, we all know the difference that just one agent can make in our net staffing. Unfortunately,...

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