Hiring the right talent for key positions is difficult, but once you have star performers in place, keeping them engaged can be an even bigger challenge. People are increasingly choosing companies based on corporate culture and seeking out jobs that fit their lifestyles. What I’ve learned over the years, is that if you treat employees […]
An effective Workforce Management organization ensures a contact center has the right number of agents, with the right skills, in place to deliver the desired member experience in the most efficient manner. Forecasting call volume and determining staffing needs are becoming more complicated due to the multiple channels that are now available for customer service. […]
“Thank you for calling. Please listen carefully because our menu has recently changed.” We’ve all heard this greeting, but most callers aren’t aware that it’s not just the menu that has recently changed. The technology, processes, and workforce management efficiencies at contact centers have all undergone recent upgrades. Advanced capabilities are now possible due to […]
