The 3 P’s of Call Center Management
Call center management is no easy task. You hired your agents for one primary job: to interact with your customers, […]
Call center management is no easy task. You hired your agents for one primary job: to interact with your customers, […]
The call center agent’s job isn’t an easy one. In addition to their primary job – interacting with customers and […]
As workforce management professionals, we all know the difference that just one agent can make in our net staffing. Unfortunately, […]
A key agent-level metric in any contact center is Adherence to Schedule – also known simply as “adherence” or, in […]
In a previous post, we discussed several key decision points to consider when evaluating a migration to performance-based scheduling. As […]
The late Stephen Covey wrote one of the most influential business management books of all time. The idea of intentional […]