Having spent a few years working with contact centres of varying sizes on their CCaaS platform investment, it was only inevitable that I’d seek to work with a proposition and company who was all about doing things differently, and making very deliberate choices to change the general notion of WFO/WEM solutions in the contact centre [...]
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I recently learnt that Gartner are retiring the term Workforce Optimisation and it made me consider what the term stands for and where the industry is heading. Workforce Optimisation (WFO) covered the technology that impacts the people within call centres. It’s about integrating contact centre technologies to improve customer service and efficiency and involves automating [...]
Every performance decision you make needs to be assessed in terms of its impact on key stakeholders (the business, the customers, and the staff), and the values of your call centre. Your agent schedule is no exception, and in order to optimise your agent scheduling, it’s essential to consider which of these stakeholders your schedule [...]
There are dozens of software systems dedicated to distilling call centre performance information down to a few key metrics. These workforce management (WFM) dashboards are an essential part of managing your call centre – but they can sometimes create challenges for the managers and agents that use them. To help you (and your agents) get the most out of your software, we’re looking at four common challenges of using a WFM dashboard.
The costs of owning and operating workforce management (WFM) software aren’t always clear. To help you get the most from your software, and minimise its costs, we’re looking at the Total Cost of Ownership for WFM software - and identifying the hidden costs that many businesses struggle to recognise.
What industry employs people to tell other people what’s just happened right in front of them? No, I was not thinking of a NASA space walk or military command talking soldiers though a night-time assault. I am referring to the contact centre industry where untold man hours are spent reporting back on what has just happened. A recent report by Interactive Intelligence Inc seems to share my concerns that the industry is spending too much time and effort reporting and not enough acting.
Ok, here’s a test for you motorists. Imagine you are driving along when suddenly this sign lights up on your dashboard. Can you tell me what it means?