Workforce Management - Brad Cleveland

5 Secrets of Accurate Scheduling in a Multichannel Contact Center

Jan 27, 2015 | Call Center, Contact Center, Customer Service, Multi-channel Support, Uncategorized, Videos, Workforce Management

How Many Concurrent Chat Sessions Should Agents Handle

Dec 11, 2014 | Call Center, Contact Center, Customer Service, Multi-channel Support, Videos, Workforce Management

7 Suggestions for Improving Schedule Adherence

Nov 19, 2014 | Call Center, Contact Center, Customer Service, Videos, Workforce Management

Skills-Based Routing: Effective Resource Planning Is Vital

Oct 22, 2014 | Call Center, Contact Center, Videos, Workforce Management

When to Begin Forecasting and Planning Chat

Aug 20, 2014 | Call Center, Contact Center, Customer Service, Videos, Workforce Management

Three Questions that Help Define Contact Center Workload

Jul 23, 2014 | Call Center, Contact Center, Customer Service, Workforce Management

One of the tenants of running an effective contact center is that you forecast and manage the totality of the center’s workload. Even in organizations that do a good job of handling primary contact channels, we too often find subsets of work that are unexpected,...