Save Money and Help Staff with Telecommuting and Flextime
By Sara Sutton Fell There is an increasingly notable trend that promises to redefine the way businesses save money and employees enjoy higher levels of … Read more
By Sara Sutton Fell There is an increasingly notable trend that promises to redefine the way businesses save money and employees enjoy higher levels of … Read more
By René LeBel As a tool that brings us closer to virtual reality, simulators are used in a wide range of industries – from training … Read more
By Susan J. Campbell Contact centers are consistently under pressure to improve overall performance, reduce attrition, and achieve optimal efficiency, no matter what size of … Read more
By Paul Leamon Skills-based routing allows contact centers to route different types of calls – for example, sales, service, and payment processing — to the … Read more
By Les Bidewell The difference between a 20 second versus a 60 second hold time on inbound calls can either build customer confidence in your … Read more
By Sharon Grossman Tired of juggling long commutes and a family life, Will Burkhamer used to take nearly two hours to get from his home … Read more
By Jose Martinez While the dynamics of the contact center have changed dramatically over the past 10 years, its fundamental purpose remains constant. The center … Read more
By Penny Reynolds The basis of any good staffing plan is an accurate workload forecast. Without a precise forecast of the work, the most sophisticated … Read more
Calabrio Inc. calabrio.comProvides workforce and performance management software. XLScheduler www.proscheduler.comWorkforce management solution that determines target number of agents and produces schedule based on skills and … Read more
By Charles Ciarlo There are a great many workforce management (WFM) tools on the market place. As you walk the aisles of any call center … Read more