The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for...
Read More >>>Category Archives: Workforce Management
Tighten Up Your AHT Projections
Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for...
Read More >>>10 Customer Expectations You Can’t Afford to Ignore
Erica Strother Marios with ICMI recently put together a slide show on ten key customer expectations (as described in Call Center Management on Fast Forward)....
Read More >>>Putting Abandonment in Perspective
In many contact centers, abandonment rate is viewed as a key measure of how adequately the center is staffed. I often get questions like, what...
Read More >>>The Single Customer View – Myth or Reality
“Is the Single Customer View a realistic ambition or just a pipe dream talked about at conferences?” That’s the question asked in the latest CCE...
Read More >>>Staffing for Weekends
Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s...
Read More >>>The Problem with Daily Averages (and the Solution)
The Measures Every Contact Center Should Have
Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant...
Read More >>>Understanding the “Power of One”
Last week’s Contact Center Insider, ICMI’s weekly e-newsletter, includes an article I wrote “Understanding the ‘Power of One’ – As Important as Ever.” While we...
Read More >>>How Long Will Your Customers Wait for Service?
The Best-Managed Contact Centers: #5 – They Have an Established, Collaborative Planning Process
Effective planning is a central theme in the best contact centers. A major objective of...
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