Utilization Rate in the Contact Center
Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have bee…
Author: globalwfm
Better workforce management leads to greater customer satisfaction. Here’s how Google did it
Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have bee…
Women Leadership – Diversity of Womanhood
Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have bee…
CEO took huge pay cut during pandemic
Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have bee…
Global Companies set up Business Continuity Plans
Global companies’ Covid war rooms are working around the clock as the number of distress calls from employees seeking help — many of whom have bee…
Introduction to Call Routing Techniques
Connecting customers to the agents as quickly as possible is the first most important requirement of a contact center. Connecting them to the right agent…
Artificial Intelligence-Driven Talent Acquisition
Executive Summery Introduction The challenges that are a nightmare for HR include engaging employees, sourcing the right employees and managing the high attrition rate. It…
The Forecaster’s Luck by Ger Koole
I am lucky not to be a forecaster… because they really have a difficult job. They have to differentiate between the effects of many factors,…
WFM Forecasting
This is a repost and the original link is here “Introduction to Simple Forecasting Methods” Forecasting is one of the most important aspects in business. We…
The Maths of Adherence
————————————————————————————————————————– Ger has been a wonderful contributor in the field of mathematics applied to contact centres, you can check out is other articles posted here in…