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Workforce


Steps For Attacking Adherence Problems

Monday March 14th 2011 12am Rated 2 2 Comments Workforce Customer
Ask workforce management professionals about their biggest problem and many will tell you that it is schedule adherence.

Taking 'Home Working' to the Next Level

Thursday April 12th 8am Rated 1 2 Comments Virtualization Workforce
60% of organizations utilize home workers in some capacity today and the forecast is 80% by year end 2013. Where is the growth? A host of organizations have implemented life balance programs that invite employees across a broad spectrum of functions to work from home a couple of days per week, and in some cases, full time.

T. Rowe Price - A Profile in Service

Wednesday October 6th 2010 9am Rated 2 1 Comment Contact Customer Customer Service Data Workforce Relationship Manangement Quality Management
Chris Hufman, Vice President at T. Rowe Price Colorado Springs, sat down with CCA for an exclusive two hour interview. Mr. Hufman is responsible for one of three contact centers serving over 3 million customers.

The Clouds Two Biggest Impacts on the Contact Center

Tuesday May 31st 2011 12pm Rated 1 1 Comment Customer Management Virtualization Workforce Remote
Cloud-based contact centers are hot in the industry today. Stories appear in popular trade publications and the topic draws standing-room-only sessions at contact center industry events. The buzz around cloud, or virtual, contact centers isn’t just hype -- leading analysts have diligently studied the growth, drivers and impacts of this delivery model.
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Essential Readings in Contact Center Management

Wednesday September 29th 2010 2pm Rated 1 1 Comment Management Knowledge Management Book Review Forecasting Queue Staffing Workforce
Books you want to have in your resource library!
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CCNG Interactive Networking Discussions - Colorado Springs Meeting Recap

Thursday April 28th 2011 10am Rated 1 0 Comments Community News Workforce Virtualization Incentives Management Agent
I recently attended at CCNG meeting in Colorado Springs where about a dozen Contact Center Professionals gathered to discuss the relevant issues of the day. Our host was Lon Hendrickson Executive Director of the CCNG Magnet Program where we discussed, virtual workforce, improving frontline training, and best practices for incentive based programs.

Understanding Agent Occupancy

Tuesday April 5th 2011 10am Rated 1 0 Comments Workforce Call Handling
One factor that has a major impact on call center staffing is the size of the center or the agent group. Centers handling larger volumes of calls will naturally be more efficient than smaller ones. This is due to the economies of scale of large groups.
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Work Force Management for the Holidays…

Thursday November 11th 2010 7am Rated 1 0 Comments Management Workforce
On this Queue Talk, Rich talks with Tiffany LaReau, Owner of Human Numbers about our upcoming holiday work force management headaches.
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Changing with the Remote Workforce

Thursday November 4th 2010 11am Rated 1 0 Comments Remote Workforce
Recorded on November 3, 2010
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Five Secrets of a Forecast Junkie

Wednesday September 8th 2010 10am Rated 1 0 Comments Workforce Manager
Whether you’re a new workforce manager or a seasoned pro, these tips will help you to hone your forecasting technique.
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Sales: Technology is the Great Enabler

Thursday August 26th 2010 12pm Rated 1 0 Comments Cross selling Upselling Knowledge Management Technology Relationship Manangement ACD Agent CRM Customer IVR Reporting Sales Staffing Training Workforce Quality Contact Learning
Technology plays a critical role in cross-sell/upsell success. A look at the tools that support every step of the service-sales initiative.

Turnover Problem? Check Your “Span of Control”

Thursday September 1st 2011 12am Rated 0 0 Comments Staffing Workforce Management
Many call centers struggle against high agent turnover, a problem that strains recruiters and threatens customer relationships. If you are one of those call centers (and if you’re wondering, you are if your turnover is higher than 35%) then you’ve probably considered some time-tested solutions: online assessments, job previews, enhanced training programs. But have you taken a look at your staffing mix? The proportion of agents to supervisors in your call center – or your span of control – has a direct impact on agent turnover rates, with the ability to reduce agent turnover by up to 58%.

Workforce Management for the Holidays

Tuesday December 14th 2010 10am Rated 0 0 Comments Customer Customer Service Management Workforce Manager Process People
The holiday season brings special seasonal patterns at the monthly and quarterly forecasting levels. Furthermore, if you drill down even further you will find that holidays also affect your normal day-of-week patterns. This means that you should replace the week before, during, and after the holiday occurrence with a special trend that most closely represents the holiday behavior of your customers.
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Stop Getting Bullied By Your WFM Software

Thursday September 2nd 2010 11am Rated 0 0 Comments Workforce Management Vendors
Not getting the results you expected from your WFM software? Here’s how to stand up and take control of your forecasts.
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Employee-Focused WFM

Tuesday August 31st 2010 10am Rated 0 0 Comments Workforce Management Employee Engagement Team Tools
How can you improve customer service, staff morale and cost performance? Start with employee-friendly WFM practices.
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The Workforce Manager's Role: Tasks and Reports

Friday August 27th 2010 2pm Rated 0 0 Comments Workforce Reporting Forecasting Scheduling
In the second half of this two-part series, we examine the recurring tasks and reports that workforce managers produce.
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Dissecting the Workforce Manager’s Role

Friday August 27th 2010 2pm Rated 0 0 Comments Workforce
What is the profile of a successful workforce manager? A look at the key responsibilities, qualifications and roles.
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Text-Based Technology

Wednesday August 25th 2010 2pm Rated 0 0 Comments Chat Instant Message Technology ACD Agent CRM Customer IVR Performance Strategy Support Vendors Workforce Contact
Combine strategy, technology and operational integration for text chat success.
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Customer Service in 2013 and Beyond

Wednesday August 25th 2010 1pm Rated 0 0 Comments Remote Virtualization Multi Channel Analytics Agent Customer Customer Service IVR Models Staffing Supervisor Workforce Contact Process
What customer service challenges will the next generation of digital consumers bring, and how will businesses need to adapt? A glimpse into the future of customer service.
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WFM: Life After the First Forecast

Wednesday August 25th 2010 12pm Rated 0 0 Comments Forecasting ACD Workforce Contact
It takes a lot of analysis and sweat to generate an initial forecast. But that’s just the beginning: A look at the ongoing tasks to ensure flexibility and greater accuracy.
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Tweets You Care About


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  • SarahHedayati (Sarah Hedayati) The Importance of Management Coaching http://t.co/k2cfNRO4 #custserv #cctr via @ImpactLearning
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  • TravelJobsAgent (Travel Jobs Agent) New #Job Catering/ Hospitality/ Travel Experience Wanted #Liverpool http://t.co/B8rbsKjH #Hiring #Permanent #CustomerService
  • ServiceVantage (Jeff Bennett) @grazie1110 Absolutely. A little personal attention and patience go a long way. #custserv
  • rachelloumiller (Rachel Miller) Call Center Coaching — How Far Do Responsibilities Go? http://t.co/mMqlbn1Y #cctr #custserv via @ImpactLearning
  • callcenterdr (Mary Bartels - Cook) Accent shows off new facility in Jeffersonville http://t.co/GFStPGBc #cctr
  • rlconrad7 (Ryan Conrad) Looking for case studies done on having Cust Serv Depts telecommute. Any info is appreciated! #CustServ #customerservice
  • TELUSsupport (TELUS Support) RT @Jany_Jang: @TELUS @TELUSsupport Shout outs to Lorey for her great #customerservice over the phone - need more bubbly personalities like her ;)
    



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