Points to Consider Before Implementing Performance-Based Scheduling
Most call centers use one of three criteria for schedule selection: seniority, rotation, or performance (or some combination of these). […]
Most call centers use one of three criteria for schedule selection: seniority, rotation, or performance (or some combination of these). […]
When was the last time you called a contact center seeking help with an issue, and you were quickly connected […]
I recently attended a large conference for contact center professionals where the most common question I heard – after “Who […]
In a previous blog post, I outlined the four basic steps to begin to implement a return on investment (ROI) […]
Strewn with such odd terms as Erlang C, rostered staff factor and trunk load, it’s no wonder that workforce management […]
Of all the metrics in a call center, First Call Resolution often has the biggest impact on customer satisfaction, yet […]