Category Archives: Workforce Management

Archive for the ‘Workforce Management’

Real-Time Adherence – A Key Ingredient To Help You Manage Your Workforce Remotely

With Contact Centres all over the globe facing the reality of home working for the foreseeable future, real-time adherence is going to be vital to protect service levels.   Managing today’s multi-channel contact centres from home could be easier than you think with a little forward planning … Continue reading

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How To Manage Remote Contact Centre Agents During the COVID-19 Outbreak

As the nation reacts to contain the virus, organisations need to be ready to adapt and do what is right for their staff, colleagues and customers, which includes ensuring employees are able to work from home where possible. However, as … Continue reading

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Top 3 Resource Planning Techniques Within The Contact Centre

In order to meet customer demands, workforce planners need to make sure they have the right number of agents with the right skill sets available at the right time. And this starts with having the right resource planning techniques in … Continue reading

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5 Tips For Smarter Workforce Management in Contact Centre’s During The Christmas Season And Beyond

It’s Christmas Season! Hurray! This means mulled wine, mince pies and festive holiday films. All happy stuff. But let’s not forget that the Christmas season for some, especially for contact centres depending on the industry they are in, can be … Continue reading

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Workforce Management: Gamification

Humanise the workplace series – Part 4 Ask any contact centre manager and they will agree that keeping their agents continually motivated, (in particular those with a longer tenure) throughout the year can be a challenge. These days, agents are … Continue reading

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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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