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Tag Archives: workforce management
Posts Tagged ‘workforce management’
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
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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
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
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