Don’t just celebrate the achievement of Service Level (SLA).
September 16 - Most companies see achievement of SLA, or [...]
Launching new technology in the customer contact centre.
February 26 - Often times, we’re excited when we find [...]
Tracking WFM’s call center cost savings.
January 31 - Often the value of WFM projects are [...]
Set expectations and deadlines for WFM deliverables.
November 22 - Have you ever heard someone in your [...]
Document the benefits of working at home.
January 4 - It is fair to say that when [...]
Find your most expensive calls.
December 7 - I’ve told this story often this year. [...]
Look at schedule adherence from a historical perspective.
August 31 - Schedule adherence has always been a challenge [...]
Check your data before storing it in your workforce management system.
June 3 - When using historical data as the basis [...]
Forecast constantly – and you’ll never be right all the time.
October 9 - One pet peeve of mine is the [...]
The measures behind realistic schedules.
July 3 - Have you ever wandered through your contact [...]