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Performance Optimization
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Performance management is the logical evolutionary next step for organizations looking for ways to make the contact center a more strategic part of the business. Performance management tools do this by synthesizing information obtained from workforce management, quality monitoring and other systems to provide a comprehensive view of business trends and operating conditions. This paper explains it can be used to help your organization realize a higher level of performance and profitability. |
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Performance Optimization
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Contact center managers strive to maintain a delicate balancing act among business requirements, customer needs and employee desires. Through the effective combination of processes and technologies a contact center can achieve that delicate balance, optimizing performance and consistently achieving its goals. |
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Workforce Management Best Practices
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Has your outbound operation been operating without clearly articulated or functioning workforce management goals? Are you looking for ways to gain greater accountability and flexibility for you and your team? Workforce management technology can give you the visibility you need to make informed decisions—driving improvements that help you support corporate goals and profits. Find out how you can apply proven workforce management techniques to your center today. |
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Workforce Management Best Practices
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Service goals are most often set with little reference to the single most important metric to the company--profit. It does not have to be this way. This article outlines an eight step process using discrete-event simulation to make routine the important task of setting profit maximizing service standards. |
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Workforce Management Best Practices
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Skills-based routing, done right, can help minimize overhead expenses, build an orderly career path for agents and improve customer service. Part one of this paper explains the benefits of skills-based routing, shares lessons learned from the early days of skills-based routing and presents a case study example of a skills-based routing environment. Part two concludes by explaining the importance of a well-designed queuing strategy powered by an advanced workforce management system that will help the organization make skills-based routing a win-win for everyone. |
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Workforce Management Best Practices
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Typical scheduling methods, such as Erlang C or multi-server queuing formulas, become less effective when applied to agents with multiple skills. Workarounds, including scheduling for only one call type at a time or scheduling on a most to least-skilled hierarchy, don’t allow contact center managers to make the most effective use of multiskill agents. By applying an integrated simulation tool to the scheduling task, managers can generate schedules that ensure that the right agents with the right skills are most effectively utilized. As a result, a contact center may be able to handle more calls and improve customer service with fewer agents. |
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Workforce Management Best Practices
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To provide top quality service while controlling costs, even the smallest centers now employ complex multiskill routing strategies, run multisite organizations and support a wide range of multichannel contacts. While many of the centers manage contact handling across multiple sites and by skill types, most don’t have a proven multichannel management strategy. This article explains how the center can set the stage for effective multichannel contact handling and power it with workforce management technology. |
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Workforce Management Best Practices
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Although the virtual environment clearly presents a “win” for both employers and employees, there remains a natural reluctance to adopt a work-at-home program – particularly in the contact center environment where agent productivity is critical to success. This article explains how to start thinking about traditional process in new ways in order to develop a work-at-home program that will help the organization realize lower real estate costs, reduced labor expenses and increase employee retention. |
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Workforce Management Best Practices
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With the perception that the workforce planning team “controls” contact center agent’s lives, the best way to soothe the beast is to return a little bit of that control. This paper describes how making the vacation planning processes, schedule changes and performance statistics accessible to individual agents can improve productivity and morale. It will also illustrate how self service decreases the supervisors and workforce management team’s workload while ensuring agent fairness. |
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Workforce Management Best Practices
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There is a direct relationship between the job satisfaction of agents in the contact center with customer satisfaction levels. A positive working environment is crucial to maintaining and enhancing agent morale and performance. Empowering agents is commonly viewed as a method for fostering this type of environment. A new wave of contact center technologies provide opportunities to help agents be empowered while at the same time helping to improve productivity and reduce operating costs. |
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Workforce Management Best Practices
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Managing the daily results of the contact center requires constant decision making. Today’s modern contact centers have complex routing strategies, multiskilled agents and multimedia contacts. Under these circumstances, decision making can be challenging. Considering the complexities, and what’s at stake, operational visibility is crucial for carrying out the daily plan. When it comes to providing contact center visibility, not all workforce management systems are the same. This paper will give you a peek into what you may be missing. |
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Workforce Management Best Practices
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The heart of a contact center’s information resource is the workforce management tool (WFM), a complex system that melds predictions about what conditions will exist with resource allocation algorithms for assuring the right number of agents. But what distinguishes today’s high performance center from the merely adequate is the way WFM is integrated with other necessary tools. |
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Workforce Management Essentials
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Are you considering implementing a workforce management tool in your contact center or replacing a legacy system? Do you need to build a strong business case? This paper outlines how to demonstrate a solid workforce management return on investment using a system designed by the experts. |
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Workforce Management Essentials
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Clearly demonstrating the ROI value of a workforce management technology investment is critical to the project’s success. To gain buy in from the top executives, contact center managers must be able to show the long-term value of the technology investment. Download this paper to see a collaborative process for determining the ROI value of workforce management technology and how an investment in that solution can be extended with integrated quality management and performance management solutions. |
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Workforce Management Essentials
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Since the cost of staffing in most call centers is between 60 and 70 percent of the total budget, the incremental benefits of selecting the best solution for your operation and implementing it successfully are significant. Companies in the market for a workforce management tool today face a mind-boggling array of choices. Automated workforce management systems range from quite simplistic to highly complex, with a wide range of price tags to match. This paper will help contact center managers navigate the choices. |
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Workforce Management Essentials
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The purpose of this white paper is to help the reader understand the central role workforce management (WFM) plays in the modern contact center. From efficiency in operations, to effectiveness in dealing with customer interactions: WFM is more important than ever as tool for improving customer service. |
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Workforce Management Essentials
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Evaluating workforce management systems? Seemingly small differences in the functionality of different products can have a major impact on the relative success of the contact center operation. This paper offers insight into the 12 secrets to finding the right system--one that’s designed to help contact centers ensure the workforce management system they choose will meet all their requirements today and long into the future. |
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Workforce Management Essentials
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Achieving optimal results with a workforce management deployment takes a symbiotic relationship between the people, processes and technology in the center. When one of the elements is out of balance, efficiency and effectiveness inevitably suffer. Download this white paper to learn the four main things you can do to ensure the success of your workforce management deployment. |
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Workforce Management Essentials
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Customers want prompt service, that’s delivered by knowledgeable staff who are also pleasant to work with. That may sound easy. But it takes a delicate balance of cost-driven operational management and customer-focused service delivery to be successful. Oftentimes, the company’s workforce management system and processes can make the difference. Download this paper to learn how workforce management can promote first-rate service within your operation. |
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Workforce Management Essentials
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Contact center managers are under increasing pressure to deliver a higher level of customer service with a lower operating budget. Workforce management technology specifically addresses this crucial area. This white paper explains the vital role of workforce management technology in a modern contact center and offers a glimpse into complementary technologies designed to enhance its value. |
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