|
September 2008 Affordable Workforce Management for Call Centers of Every Size By Barbara Cody Call center managers must have the right number of people working at the correct time. Failure to do so pushes labor costs even higher or results in problems serving callers. Workforce management software can help achieve that precarious staffing balance. Today's programs are a viable option for even the smallest of call centers.
Analytics and the Contact Center: Beyond Workforce Management By Bob Kelly It may be time for workforce management to step aside and make way for workforce productivity. Bob Kelly shares nine steps to improve call center agent productivity.
From the Publisher:
Is Your Scheduling System Ready for the Holidays? By Bob Webb Are you ready for the holidays? Is your call center ready? Now is the time to plan; automated scheduling systems can help by saving time and increasing the effectiveness of handling those holiday time-off requests and making needed seasonal staffing adjustments. |
Mind Your Business: Q & A with Steve Michaels
The Taylor Institute for Direct Marketing By Steve Brubaker Gary Taylor, founder of InfoCision, saw a glaring need for academia to help prepare tomorrow's leaders, so he launched the Taylor Institute for Direct Marketing at the University of Akron College of Business Administration. "Inspiring the next generation of industry leaders" is their goal.
External Validation: Part Five in the Continuing Series, Getting Quality Right By Cliff Hurst This article wraps up our discussion on the first question of Getting Quality Right: "How are we, as an organization, doing at representing our company to its customers?"
The Essentials of Great Leadership By Ida Rowlands Good leadership is a requirement for any business, and the call center is certainly no exception. In fact, given the 24/7 nature of call centers, excellence in management, motivation, and direction is a necessity. |
Offshore Teleservice Agency Directory Check out our latest outsourcing call center directory.
VoIP Infrastructure for the Evolving Enterprise, presented by Quintum
The Executive Disconnect: The Strategic Alignment Customer, presented by Genesys
Data Reduction Technologies Provide an Effective Backup and Recovery Strategy, by Pat Hanavan
From MyArticleArchive:
Life is a Circus: How to Juggle Your Life and Keep it in Balance
Making the Right Small Changes Can Inspire Passionate Performance
Overcome the Four Barriers of Change
Guarantee Your Sales ROI: Drive Your Numbers Up in Any Economic Climate
News · Classifieds · Vendor list · Home
Download complete PDF file of this issue
|
||
