Every contact center suffers from shrinkage. Shrinkage is the amount of time an agent will lose during their scheduled shift. Time is los...

Do these three things, all the time: 1. Show them that someone is interested in them, cares about them, and is looking out for them. 2. T...

It's not unusual that incentive programs exist for contact centre agents. They are found in company-sponsored environments, and client sp...

Whether you operate a contact centre in the United States, the Philippines, the UK, India, Canada, South Africa, Mexico, China or Austral...

Many of my post ideas come from working with different clients and seeing the challenges they face in their business. In this post, I wan...

Daughter: Hi, Mom. Hey, I just called to let you know that I got a new job!! Yeah, I'm pretty excited. I'm going to be a Workforce Manag...

To some degree, idle time is an analogy to inefficiencies in scheduling. The WFM team should be able to estimate what level of idle time ...

Below is a monthly forecasting checklist. By the 3rd week of each month business leaders should go through this checklist with their resp...

About Their Customer Service Organization. Customer Service & Customer Experience What level of service do we provide to customers who co...

As you know contact centers run on hard-working people and statistics, lots of them. Statistics such as Attendance, AHT, FCR, CSAT, Hold ...

Each week your WFM team should review your business to determine if adjustments need to be made to the staffing schedules resulting from ...

In 1970, of the 310 million people that flew that year, 1,475 were killed in some kind aviation related accident. About 1 in every 210,00...

Click here for the Youtube video. The harder you work the easy the job of a Team Leader becomes. 1. Metrics Metrics Metrics: They are the...

If used consistently, the Huddle Checklist will bring out information and drive conversations about the critical aspects of your business...

These are the 10 steps that will help you understand where to find the jobs and what it’s like to a Home Agent. Watch the related video ...

If you work in a contact center with 5, 16 or 700 agents you know that workforce management is a very important part of your operation an...

When you ask - What does that mean? Answers below. # - Hashtag [General Business] [Operations] Commonly used in social media applications...

Take this 10 question multiple choice test of your Call Center Operations knowledge. 1. What does AHT mean? A: All Hands Talking. Its the...