Overview of Outbound Dialer
In an outbound contact center, the most heard word is “Dialler“. In simple words, the dialler is a device which we use to make outbound…
Measuring Customer Service Productivity
Measuring productivity in the customer service sector can be a little tricky. Unlike the manufacturing sector, in which employee productivity can be measured by the…
Tips for effective WFM presentations
Today I had a very interesting conversation with Carlos, Customer Care Manager at the company, interesting above all because it has been repeated several times…
Podcast – Resource Planning Advice to Boost Efficiency and Engagement
I had the pleasure of speaking to callcentrehelper.com about boosting forecast accuracy, designing shift patterns and the personal qualities that make-up a really great contact centre…
When Average Handle Times (AHT’s) can be misleading
As I wrote in a past article Average Handle Time (AHT) – Metrics That Matter, there is no doubt about it, the good old Average…
BCP Preparedness COVID19 Lessons Learned
Over the past 10 years I have often times been told by my teenage son to stop being a “Doomsdayer” (a person who predicts impending…
Reconnects influence on Contact Volume Forecasting
It is often thought that Demand forecasting is an activity that can be undertaken separately from capacity planning and the influence this will have on…
WFM On A Budget
Most blog posts and articles about WFM usually talk about an ideal world scenario, where WFM is assumed to be integral to the thinking of…
The Constancy of Role Definitions
Do role definitions serve as guide-rails or become blinkers? How tight or constant should be the role definitions? How much flexibility is too much? These…
Top 5 Workforce Planning Mistakes In a Contact Center
By Ritesh Parswani:- Co-Founder at WFM eLearning & Former Sr. Director WFM, Trascom Top 5 workforce planning mistakes in a contact center “Why are we not…