Call center forecasting and scheduling best practices
In a 2010 survey by DMG, call center managers rated the following 4 tasks as their top call center workforce management challenges:
- Need to schedule phone and non-phone activity
- Need to optimize the mix of full-time/part-time/flex workers
- Poor agent adherence
- Need to schedule multiple channel: phone, email, chat, etc.
Here are some best practices we would like to share with you that might help you overcome those challenges:
How To Make Agents and Customers Fall in Love With Your Contact Center
February means Valentine’s Day, and romance is in the air. What could possibly be more romantic than a contact center?
Messaging: The Next (Current?) Preference in Communication
Does your contact center offer messaging as an option? If not, it most likely will very soon. Look around anywhere