Category Archives: Workforce Management

Archive for the ‘Workforce Management’

Workforce Management: Shift Trader

Humanise the workplace series – Part 3 Agents will always be the most vital resource for your contact centre. As a contact centre manager it’s your job to boost employee satisfaction and retention, lower sickness and absenteeism rates and enhance … Continue reading

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One of the biggest contact centre challenges and how to fix it

Original article (guest blog) taken from our partner’s website – Teleopti Disclaimer – the solution is not an easy fix and might even go against your instincts! We see it time and time again, Contact Centre Managers are constantly fighting the … Continue reading

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Workforce Management: Vacation Planner

Humanise the workplace series – Part 2 Today’s contact centre is centred on profitability much as it is around customer service. But finding a solution that supports these goals as well as keeping your agents happy can be a major … Continue reading

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Workforce Management: MyTime Mobile App

Humanise the workplace series – Part 1 Employees today are looking for flexibility and availability to help meet their busy and complex lifestyle schedules. They want to be able to take control of their work patterns. As an organisation, these … Continue reading

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Power to the People! – Maintaining a positive culture in the Contact Centre

Magnus Geverts at Teleopti  – 10 ways to create and maintain a positive culture in contact centers Working in a contact centre is a constant challenge.  While the introduction of self-service and automation has removed many of the simple, repetitive … Continue reading

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Does upgrading your Workforce Management software really pay for itself?

Is your Workforce Management still fit for purpose?  If your WFM solution is up for renewal, stop and think if it’s really working for you. Although the initial cost of implementing a workforce management solution may appear large, a quick return … Continue reading

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Workforce Management FAQs

Are you considering Workforce Management? Do you have a number of questions that need to be answered first? With a wealth of experience under our belt, we address the most frequently asked questions when it comes to Workforce Management technology. … Continue reading

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How to reduce cost in the Contact Centre

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Black Friday – is your contact centre ready?

Winter is here, and with it comes a group eager to devour all that may lie in their path. Luckily, it’s not the white walkers from the hit show Game of Thrones, but a whole other type of army – … Continue reading

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Delving deeper into the world of Workforce Management for the Back Office

It is no secret that as a contact centre manager you have to be an expert at doing more with less and prioritising your goals as you go along. This usually means keeping your main focus on front office performance … Continue reading

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