Workforce Optimization for Small Call Centers
By Drew Robb Until recently, workforce optimization was very much the province of mid-sized and large contact centers. Packages cost $100,000 plus and 100 agents … Read more
By Drew Robb Until recently, workforce optimization was very much the province of mid-sized and large contact centers. Packages cost $100,000 plus and 100 agents … Read more
By Penny Reynolds Running a successful call center means managing by the numbers. The most important number of all is the magical quantity that matches … Read more
By Peter Lyle DeHaan, PhD For the inbound call center, projecting call traffic and scheduling the optimum staff to match those projections is often a … Read more
By David van Everen The adoption of Internet Protocol (IP) telephony is changing the face of contact centers, allowing the workforce to become increasingly distributed … Read more
By Art Olender Business growth, mergers, and acquisitions can dramatically change the dynamics of contact center operations. Oftentimes, businesses quickly and perhaps unexpectedly find themselves … Read more
By Penny Reynolds In today’s contact center, where the overwhelming majority of ongoing expense is related to staffing, optimizing the personnel resource is critical. Getting … Read more
By Brad Cleveland and Jay Minnucci During the late 1980s and 1990s, when the call center industry was in its formative stages, many articles were … Read more
By Matthew Hoffman The traditional model of call center monitoring needs a major overhaul. While call centers want to ensure that callers’ requests are handled … Read more
By Penny Reynolds Whether manually created or developed through workforce management systems, once a set of workforce schedules has been carefully devised, it’s critical that … Read more
By Dr. Jodie Monger Are you ever asked how well your call center is serving your clients and callers? Many centers rely on a summary … Read more