If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.”
How to Take Your WFM to the Next Level

If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.”
Many contact centres underestimate the importance of onboarding agents well and the challenges they encounter.
The ability to evaluate the effectiveness of your workforce management solution can drastically improve the performance of your contact centre.
As many countries around the world have been in lockdown, businesses that were offshoring contact centres have had to adapt quickly and find other ways to manage customer enquiries.
Turnover is a major concern in many contact centres. Between the monotonous daily routine and the work environment, many agents experience exhaustion and may choose to look elsewhere for work.
In the past year, businesses across the world have seen significant disruptions to their daily operations. For many industries, this has meant, changing the way they operate, enabling staff to
Contact centre agents are on the front line of your customer service efforts, fielding customer questions, and requests while upholding your organisation’s values and standards.
Many employees in multiple industries are equipped with the right tools to work from home without hesitation. While it’s an easy shift for those companies, not everyone has the same luxury.
After the initial surge of COVID-19, contact centres everywhere had to scramble to keep momentum going.
In our third instalment in the WFM and New Normal series, we talk about the impacts of increased handle times.