From a customer’s perspective, there are two basic types of queues. (And I don’t mean long ones and short ones.) Queues are either visible or...
Read More >>>Tag Archives: workforce management
Can agents get work done between customer contacts?
I know, I know. It’s busy out there. The demand for agent-assisted service is relentless (wasn’t that AI-driven chatbot going to reduce workload?). Your team...
Read More >>>Service Metrics for Accessibility and Quality
Accessibility and quality are closely related. Quality can’t happen unless our services are accessible, but quality also impacts accessibility. If you don’t handle interactions with...
Read More >>>Three Immutable Laws of Contact Centers
There are three immutable laws at work in contact centers that you must keep in mind. They’re always present. Understanding them will help you establish...
Read More >>>Being available for customers
One of the biggest challenges in many organizations is that the work arrives randomly from moment to moment. That’s true in a restaurant, a retail...
Read More >>>Ensuring service metrics are SMART
Have you ever had a metric that drives the wrong behavior? A bus company in a city with a well established international and cosmopolitan flair,...
Read More >>>Empower Your Workforce to Fix Things for Customers
Real-time management is often viewed as a matter of responding to workload quantities. What’s often missed in these discussions is how to respond to the...
Read More >>>In Customer Service Timing Is Critical
The right place at the right time. It’s a common phrase, but in customer service, it matters more than ever. Timing is critical. In customer...
Read More >>>How Long Are Customers Willing to Wait?
With much of the world on lockdown due to the current COVID-19 crisis, contact centers are grappling with both increased workloads and staffing challenges. One...
Read More >>>Real-time Management: Level 2 and Beyond
These extraordinary times have impacted our lives in unimaginable ways. They have also impacted customer service in ways we might have never thought possible. For...
Read More >>>Contact Center Scheduling Can Be Creative and Collaborative
It’s a new year and a great time to reflect on challenges in your contact center. Chances are that if you’ve managed a contact center...
Read More >>>Adherence to Schedule Tips
Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to...
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