Posts tagged "workforce management"

Abandoned call rate

The Real Financial Impact of Abandoned Calls

March 15th, 2018 Posted by Customer Experience, Contact Centre Management, Workforce Management

Have you calculated how much revenue you’re losing from abandoned calls? Discover how to calculate it, and reduce your rate and earn more.

work from home agents

Work from Home – a viable option for Contact Centres?

February 16th, 2018 Posted by Workforce Management, Contact Centre Management

There’s an increasing trend in Contact Centres to give agents the choice to work from home, and Australian contact centres are embracing this.

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 Contact Centre Management, Cloud, Workforce Management

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

contact centre workers

What About the Workers? A New Kind of Contact Centre Survey

February 16th, 2017 Posted by Contact Centre Management

What about the little, and not-so-little things that can make a difference to an often stressful and demanding job where they are closely monitored

roster adherence

How to Efficiently Monitor Agent Roster Adherence

October 21st, 2016 Posted by Workforce Management

Tracking and measuring agent roster adherence can be an administrative burden. Here’s how to do it quickly and accurately.