The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for diverse agent skills — are creating an environment in which accurate scheduling is absolutely essential....
Contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making staffing decisions have a basic understanding of how base staff is calculated in order to match the...
Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s when many are checking accounts, kicking around options for the renovation, paying utility bills, and booking that trip...
