Monthly Archives: June 2017
Agent Performance Standards: Keep It Simple
In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted...
Read More >>>Building a Culture of Engaged Employees
10 Causes of Inaccurate Forecasts (and How to Avoid Them)
Accurate workload forecasting is critical to contact center success. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good...
Read More >>>Motivation and Engagement: Your Leadership Matters
5 Secrets to Better Scheduling Results
The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for...
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