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Tag: intraday

05 October 2018

Tortoise or hare – which one best describes your contact center?

Written by Carlos Muñoz
Carlos Muñoz
tortoise or hare According to Carlos Muñoz, contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates.  It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. ...
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Customer Satisfaction Using WFM, Engage Customer Service Staff, Performance & KPIs, Teleopti WFM Software, Understanding Workforce Planning agent self-service, AHT, attrition rates, average handling time, contact center effectiveness, customer experience, customer service, employee empowerment, intraday, occupancy, real-time adherence, RTA, workforce management Leave a Comment
09 December 2016

Lifestyle Scheduling: What’s the BIG deal? Everyone wins!

Written by Annica Ronquist
Annica Ronquist
lifestyle scheduling “Big brother” in George Orwell’s novel, Nineteen Eighty-Four, still comes to mind to some as soon as they hear the words, “workforce management” (WFM). True, one can’t deny that WFM isn’t a control mechanism of sorts but control isn’t...
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Engage Customer Service Staff, Motivation and Gamification, Performance & KPIs, Understanding Workforce Planning absenteeism, adherence, attrition, automated WFM, intraday, Millennials, turnover, work-life balance, workforce management Leave a Comment
09 October 2015

Customer is king – and RTA is in!

Written by Jeremy Hamill-Keays
Jeremy Hamill-Keays
RTA Autumn 2015 blog series: “Workforce Management in the making – how’s it done and who’s behind it all?” – Number 1 of 5 postings. Stay tuned weekly! Jeremy Hamill-Keays: My role as product manager requires that I am the eyes...
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Intraday Management, Performance & KPIs business development, customer driven, intraday, real-time adherence, RTA Leave a Comment

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