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Tag Archives: workforce management
Posts Tagged ‘workforce management’
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
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
Posted in Workforce Management
Tagged resource planning, WFM scheduling, workforce management
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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
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
When was the last time you revisited your back-office operations?
From the beginning of time, organisations around the world have been dealing with the important challenge of driving growth whilst keeping costs down and customers happy. However, we live in a time where customer’s expectations and demands continue to exponentially … Continue reading
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
Posted in Workforce Management
Tagged workforce management, workforce management features
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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
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
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
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