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Operations Workforce Management Remote Work Operations
Emphasis on production metrics is reflective of an old-school model that does not apply to today’s complex contact centers.
Operations Workforce Management Service Delivery
The ability to resolve issues competently and quickly is a core skill set of the contact center worker.
Operations Workforce Management Assisted Service
The contact center is finally a place for investment rather than budget cuts.
Operations Workforce Management COVID-19 Remote Work Remote Work Operations
Now is the time to review all technology and ensure that your agents have virtual access to everything they need to be successful.
These new shifting patterns made us more aggressive with our forecasting approach.
Operations Workforce Management COVID-19 Remote Work Operations
Operations Workforce Management
Providing a broad range of technology options allows us to fulfill our clients’ knowledge management needs across maturity levels.
Operations Workforce Management Technology White Papers
The influx of data and analytics isn’t necessarily changing contact center metrics; rather these new insights are adding deeper context to the numbers.
Benefits like flexible scheduling and the ability to work from home play a major role in an employee’s decision to take a job or quit one.
When considering their KPIs as a whole, contact centers seemed less than confident that their choice of metrics aligned well with the organization’s strategic objectives.
Operations Workforce Management Operations management
Operations Workforce Management Operations management Research