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:
Emojis At the Contact Center? Why Not?
We don’t know about you, but we never thought emojis would go mainstream. Oh, sure, having them punctuate the emotional
Three Essential Qualities Of an Efficient Contact Center
The dictionary defines efficiency as “effective operation as measured by a comparison of production with cost (as in energy, time