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March 2007 Volume 15, Number 2 Workforce Management for Skills-Based Routing By Paul Leamon Workforce management systems aid managers in accurately forecasting and appropriately scheduling agents. For call centers using skills-based routing, creating schedules is more complex than in non-skills centers. In either case, accurate forecasting and scheduling is needed to meet and exceed service level goals without significantly overstaffing. From the Publisher: Time to Give Mind Your Business: Selling for Cash Q and A with Steve Michaels Workforce Management Solutions: A Smart Contact Center Investment By Susan J. Campbell Most call centers use some sort of workforce management system. Implementing effective workforce management can aid in proper forecasting and scheduling, while helping ensure that agents are properly matched with incoming calls. Agent Adherence 101: Three Simple Strategies to Improved Service Levels By Bob Webb Agent schedule adherence is key for call center managers who strive to maintain service levels. Real-time schedule adherence tools, part of many workforce management systems, can help. |
Teleservice Agency Listing- USA If you are looking for an outsourcing call center, start – and end – your search here! Call Center Voice Biometrics Is Coming By Israel Ronn Higher levels of ID authentication required by new legislation means that contact centers must find accurate, low-cost solutions. Voice biometrics has it all, plus an added convenience – you always have your voice with you. Get Your Call Center Motivated By Ozzie Fonseca Motivating agents can be challenging; but it is possible to create a positive call center environment by modeling desired behaviors, enforcing policies, and instituting appropriate reward systems.
Outsourcing Customer Satisfaction By Patrice Gilles If you outsource your contact center operations, there are three keys to success. Pursuing these keys creates a basis for a true partnership-oriented relationship that delivers on its potential. By John Sundberg Surveys are a gateway into callers' minds. The future holds exciting possibilities for enhanced CRM through survey software. This technology is here today. Now is the time to prepare by identifying and evaluating your current survey process. |
By Charlene Glorieux Photos by Steve Michaels
Whitepapers:
Country Home Products Drives Customer Service and Efficiency, presented by GMT
Case Study: Call Center Outsourcer Grows Business Subscriber Base, presented by TMone
Best Practices for Implementing a Home-Based Servicing Solution, by Jack Beldon
From MyArticleArchive:
How Does Image Affect Your Bottom Line?
Seven Keys to an Effective and Profitable Website
Land that Government Contract: Tips for Presenting to the Federal Government
Positive Workplace Politics with Colleagues
Maintain Control: Keeping Conflict to a Minimum
Improve Your Business with Lessons from Reality TV
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