Webinar Recap: Flip the Script on WFM
“The call center is like a hurricane,” says Nathan Belfield, a 15-year call center veteran and current Customer Success Leader […]
25
Aug
Archive Tag: contact center agents
22
Mar
Transform Your Call Center into a Superhero
There’s something sinister seething through your call center. It’s keeping you from being the strategic superhero you’re meant to be. […]
27
Sep
The 3 P’s of Call Center Management
You hired your agents for one primary job: to interact with your customers, handle their inquiries, and be strong representatives […]
25
Sep
Turnover a New Leaf: How to Reduce Attrition in the Call Center
The call center agent’s job isn’t an easy one. In addition to their primary job – interacting with customers and […]
9
Aug
Pros and Cons of Performance-Based Scheduling
In a previous post, we discussed several key decision points to consider when evaluating a migration to performance-based scheduling. As […]
29
May
The Workforce Management Overstaffing Problem
In an ideal world, contact center workforce management (WFM) solutions would generate accurate forecasts and schedules to identify the exact […]