Although these self-directed work teams are most often implemented in manufacturing environments to turn out a better-quality product more efficiently, many customer service organizations have also embraced this concept. But while some of the concepts of work teams have resulted in delivery of better, more efficient service to the customer, other components have created service problems.

The evolution of a simple call center into a multichannel contact center doesn’t happen overnight. You may need to add or upgrade technologies, and certainly

The evolution of a simple call center into a multichannel contact center doesn

It’s April and, for most consumer catalogers, time to plan for their peak staffing needs six months from now. Catalogers that do most of their business

One factor that has a major impact on contact center staffing is the size of the center or the agent group. Centers handling larger volumes of calls will naturally be more efficient than smaller ones. This is due to the economies of scale of large groups.

Sharpen your pencils, dust off your calculator, and get ready for a math lesson: When running a contact center, the most important rule to remember is