Posts in Workforce Management

Leading a team of people can be like herding cats

Contact Centre Management Tips – Traits of Good Leaders

November 10th, 2017 Posted by Contact Centre Management, Workforce Management

Being a good leader is a key element in seeing your contact centre achieve success, time and again. Here are our six tips on great contact centre leadership.

workforce management

Workforce Management’s Cloudy Future

September 22nd, 2017 Posted by Cloud, Contact Centre Management, Workforce Management

If you haven’t considered cloud-based workforce management by now, you could be missing out on some substantial benefits.

contact centre central

Aussie Contact Centre Website Racks up 25k Users

August 2nd, 2017 Posted by Contact Centre Management, Workforce Management

Contact Centre Central, founded by award winning industry expert Justin Tippett, reached 25,000 users recently and it’s more invaluable than ever.

outbound performance

5 Ways to Improve Outbound Efficiency and Results

May 12th, 2017 Posted by Contact Centre Management, Workforce Management

A question we get a lot is “How can we make our outbound teams more efficient?” We recommend focusing on these five strategies.

call centre job site launches

Australian Call Centre Job Site Launches

April 21st, 2017 Posted by Contact Centre Management, Workforce Management

Australia now has its first employment site dedicated to contact centre jobs, ItsMyCall.com.au, boasting 11 job categories and 59 job types.

Contact Centre Agent

Meet Ms Bond, Tomorrow’s Contact Centre Agent

March 9th, 2017 Posted by Contact Centre Management, Workforce Management

The contact centre in 2025 will have evolve to deal with more responsibilities and far more complex issues

Contact Centre KPIs

Creating and Measuring KPIs in Your Contact Centre

October 21st, 2016 Posted by Business Intelligence, Contact Centre Management, Workforce Management
The old adage “You Can’t Manage What You Can’t Measure” is very relevant in the Contact Centre environment. Typically each area has (more…)

roster adherence

How to Efficiently Monitor Agent Roster Adherence

October 21st, 2016 Posted by Workforce Management
Agent roster adherence is a common issue and topic of debate in contact centres.  In particular, team leaders and managers want to ensure their (more…)