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Contact Center Retention: A Supervisor’s Job  Aug 26, 2008 11:30 PM By Penny Reynolds

Everyone knows contact centers have high turnover rates. But many managers have little idea of what this churn is doing to their operations. They think they are helpless to do anything about it.

Contact Center Attrition: Why Agents Leave  Aug 20, 2008 2:13 AM By Penny Reynolds

Seeking ways to reduce attrition in your contact center? Look to your supervisors to build employee loyalty and prevent agents from leaving

How to Choose a Workforce Management System  Jul 30, 2008 3:35 AM By Penny Reynolds


Justifying the Cost of a Workforce Management System  Jul 23, 2008 1:52 AM By Penny Reynolds

If you

Do You Need a Workforce Management System?  Jul 16, 2008 1:37 AM By Penny Reynolds

Labor is the single biggest expense facing any contact center — which is why getting the right number of agents in place to answer incoming calls, place outbound calls, respond to emails, and handle Web contacts is critical to contact center success and profitability.

Are Your Call Center Supervisors Up to the Task?  Apr 29, 2008 7:14 PM By Penny Reynolds

A survey recently conducted by The Call Center School shows that more than 80% of supervisors and team managers in call centers today were moved into that position from frontline agent. While this promotion from within ensures that supervisors understand the call-handling process, care should be taken that the right agents are placed into supervisory positions.

Can Adding More Call Center Agents Improve Your Bottom Line?  Apr 23, 2008 1:42 AM By Penny Reynolds

Every call center today is taking a hard look at its bottom line. Budgets and operating expenses are being closely scrutinized and there is growing pressure from upper management to do more with less

The Power of One in Call Center Staffing  Apr 16, 2008 6:06 PM By Penny Reynolds

Whether manually created or developed through workforce management systems, once you have carefully devised a set of workforce schedules, it

Customer Surveys, Step by Step  Feb 27, 2008 2:20 AM By Penny Reynolds

A systematic surveying process will help you better understand customer perceptions of your contact center

Surveying Call Center Success  Feb 20, 2008 6:45 PM By Penny Reynolds

The long-term success of any organization, and particularly a service organization such as a call center, depends upon continuous improvement. Most call centers have numerous measures of individual, team, and overall call center performance.

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