By Chris Bell Having remote agent stations has been a most positive experience for our enterprise in several key areas (see Implementing Remote Agent Stations). Managers and on-call … Read more
By Marcia W. Hicks What is calibration and why do you need it? Calibration means standardizing a process by determining its deviation from the standard, … Read more
Projecting incoming call center traffic and scheduling enough staff to match the projections are challenging, time-consuming, and thankless tasks. And the larger the call center, … Read more
[Read our case study about On-call Scheduling Software.] Virtually all telemessaging operations and many inbound teleservice companies have an outbound component to their work. In … Read more
By Penny Reynolds Sharpen your pencils. Dust off the calculator. It’s time for a math lesson. Running a successful call center operation means managing by … Read more
By Penny Reynolds In today’s contact center, where the overwhelming majority of ongoing expense is related to staffing, optimizing the personnel resource is critical. Getting … Read more
By Phillip J. Romero These are exciting times for call center managers. As call centers transition from telephone-centric support operations to multi-channel communication powerhouses, they … Read more