In our third instalment in the WFM and New Normal series, we talk about the impacts of increased handle times.
The Impact of Increased Handle Times
Effective Strategies for Managing a Contact Centre
Contact centres are the frontline of your customer service operation, which means that your contact centre must be operating at optimum capacity at all times.
Making Your Contact Centre Work Better
Contact centre changes are never an easy venture, but it’s crucial to embrace an opportunity for change.
3 Ways to Drive Agent Engagement in a Contact Centre
If you know anything about contact centres, then you know that it can be hit or miss when it comes to how interested (or engaged) an agent is with their caller.
Increasing Agent Satisfaction with Better WFM Tools
Alvaria Software’s most recent Contact Centre agent survey listed agents’ top factors that drive their sense of engagement.
Business growth and high staff turnover: what to do about it
A high turnover can be a major thorn in the side for business growth. Let’s take a look at why it happens, and what you do about it.
Meeting your requirements: Call Design’s customised courses
Is there something not quite right in your contact centre, but you can’t quite pin down what? Call Design’s customised contact centre courses can help.
Instilling purpose: Creating a cohesive contact centre
Consistently high quality customer interactions are key to business. Here’s how aligning goals and empowering agents can benefit your contact centre.
What is the contingent workforce and how can you manage it?
As the gig economy grows, so does the need for managers to better understand ways to maximise the potential of contingent employees.
Shift Bidding for Better Efficiency and Engagement
Shift Bidding is one more way to improve engagement and keep schedule efficiency in tip top shape– this article examines some of the benefits of bidding as well as ways to make it feasible to bid more often.
