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Skills-Based Routing: Effective Resource Planning Is Vital

Skills-Based Routing: Effective Resource Planning Is Vital

Oct 22, 2014 | Call Center, Contact Center, Videos, Workforce Management

When to Begin Forecasting and Planning Chat

When to Begin Forecasting and Planning Chat

Aug 20, 2014 | Call Center, Contact Center, Customer Service, Videos, Workforce Management

Three Questions that Help Define Contact Center Workload

Three Questions that Help Define Contact Center Workload

Jul 23, 2014 | Call Center, Contact Center, Customer Service, Workforce Management

One of the tenants of running an effective contact center is that you forecast and manage the totality of the center’s workload. Even in organizations that do a good job of handling primary contact channels, we too often find subsets of work that are unexpected,...
The Edge of Service®, Issue 9: How "Waiting in Line" Is Changing

The Edge of Service®, Issue 9: How "Waiting in Line" Is Changing

Jul 2, 2014 | Call Center, Contact Center, Customer Service, The Edge of Service, Uncategorized, Workforce Management

The Edge of Service® Newsletter, Issue 9: How “Waiting in Line” Is Changing If you care about delivering effective service—whether you head a multinational, direct a division, or are simply intent on meeting commitments as an individual—there are three...

How to Improve the Accuracy of Your Schedules

May 21, 2014 | Call Center, Contact Center, Videos, Workforce Management

Forecasting and Staffing for New Channels

Forecasting and Staffing for New Channels

Apr 11, 2014 | Call Center, Contact Center, Customer Service, Mobile, Multi-channel Support, Workforce Management

As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. Mobile and social impact staffing resources, and different types of interactions each require a specific approach to resource planning. The...
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