How do you know if your call center is a toxic workplace? There are many factors that can cause employee turnovers in the contact center. Sometimes it’s because the employees feel that there’s a lack of career advancement, or they think that the job’s monotonous. Maybe they’ve become incredibly stressed from the intense pressure of […]
The ability to adjust your workforce accordingly is key to an efficient and effective call center. Call centers can be tough to manage. There are some days that the workload becomes too cumbersome, such as during peak seasons. Then, there are days when it can get too light and boring like during downtimes. And by predicting […]
Acquiring sophisticated call center technologies may be costly at first, but by streamlining your internal processes, they can help you reduce your operation costs in the long run. When running a contact center, it’s essential to consider your budget. You should be able to make the most out of every cent you spend for customer […]
To better achieve customer satisfaction, call centers need to have all hands on deck. Here’s how workforce forecasting helps with that goal. The seamless alignment between the call center workforce and customer demand forms the crux of this symphony, with each note resonating in harmony to create an experience that transcends expectations. Let’s take a […]
A swelling number of companies are starting to offer longer weekends—three days, to be exact—to their employees. Can 24/7 call centers also pull this off? The idea of a 40-hour, 4-day work week (and hence 3-day weekends) is quite new, but it’s already garnering plenty of thumbs-up across industries.
Workforce management solutions help call centers manage their human resources more effectively, allowing them to cut costs and perform better. These days, most contact centers employ a large number of workers. This allows them to deploy multichannel services and respond quickly to customers’ queries. Managing a big team, however, can be difficult without the help […]
Monitoring call center shrinkage will allow you to optimize agents’ scheduling for increased productivity. Agents are the most important resource of contact centers. Although automated solutions already exist, nothing can match the quality of work real people can deliver, especially when it comes to customer service. To stay on top of massive amounts of customer […]
The millennial workforce is rapidly expanding. By 2020, millennials will make up 50% of the workforce, and this number is predicted to reach 75% by 2025. This group, loosely defined as consisting of 18- to 35-year-old employees, is responsible for the many workforce management changes we ve already seen in the past years. Their unique […]
