BlueOcean

MARCH 31, 2022

Let’s look at what sports can teach us about consistency in achieving contact center service levels—and how to adapt to even the most unexpected outcomes. In the post -game press conference, the rookie Butler made it clear he didn’t just get lucky. Practice Makes (Almost) Perfect.

Contact Center 118

Contact Center contact center workforce Coaching Service level 118

Playvox

APRIL 19, 2022

I recently spoke at the Society of Workforce Planning Professionals (SWPP) conference in Nashville, Tenn. Just an amped up audience of contact center workforce planning rock stars ready to talk about why customer support capacity planning as we know it must change. My presentation was called “And Now We R.O.C.

Contact Center 79

Contact Center Finance contact center workforce Surveys 79

Playvox

APRIL 14, 2022

Not enough scheduled agents will negatively impact service levels, while overstaffing is bad for the budget. What is the Goal of Workforce Planning? The performance of workforce planning can be measured by: Service levels Abandon rates Occupancy rates Utilization Forecast accuracy.

Contact Center 78

Contact Center Abandon rate contact center workforce Multichannel 78

Fonolo

MAY 7, 2015

It may not be possible to do it every day, but one of the best ways to keep up with the latest development in the customer experience industry is to attend contact center conferences and events near you. Handpicked related content for you: 25+ Top Call Center Conferences in 2020. Embrace them.

Call Center 126

Call Center Management Contact Center Coaching 126