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March 2006 Volume 14, Number 2
Five Guidelines for Selecting and Purchasing Workforce Management Tools By Charles Ciarlo With all of the powerful workforce management tools currently available, it is increasingly difficult determine which one is the right fit for your call center. To cut through the clutter of impressive products and technologies, use these five guidelines to narrow the field and aid in the selection process.
The Art and Science of Predicting Call Center Workload By Penny Reynolds When it comes to scheduling call center staff, the saying "garbage in, garbage out" is true. To get the right schedule, you need the right forecast. Whether this is done manually or with the aid of software, understanding the fundamentals of forecasting is critical. |
From the Publisher: I'm Busy
Using Workforce Management to Power Multichannel Management By Jose Martinez Increasingly, call centers are multisite, use multiple skill types, and handle multichannel contacts. The right workforce management tools are required to address all three areas, allowing the center's focus to remain on customer service.
Read more articles at www.MyArticleArchive.com |
Are You Passive, Average, or Proactive? By Nancy Friedman, Telephone Doctor Passive people accept information but do nothing with it. Average people receive information and try to do something with it. Proactive people make things happen. Which type are you?
Whitepapers:
The Alston Tascom Workforce Management Application, presented by Alston Tascom
Telescan Workforce Management Tools, presented by Telescan
The 2005 Year in Review…and Plan for the Future, presented by Customer Relationship Metrics
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