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Workforce Management Archives
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Jul31
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Jul30
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This week, we'll be talking with Ken Carlon, Chief Executive Officer of Optima, the contact center and telemarketing unit of Omnicom's Star Marketing Group. His company manages call centers and telemarketing centers for other companies - he's an expert in...
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Nov26
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In any call center it is important that your agents have easy access to their schedules. Without them, you would likely have a staffing and absenteeism problem. We all know that we need them on the phones to provide excellent...
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Aug29
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I’ve seen it so many times. Agents either get sick or leave because they complain they don’t get to take their breaks. Usually management starts to panic when they see there are a lot of calls waiting, get pressured by...
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Jun18
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There are still a lot of centers that don’t plan how many people they expect to lose every month, believe it or not. Most especially those that have in-house call centers. Since attrition is something they don’t expect as much...
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Jun 4
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It is working and it is indeed more efficient! We’ve recently been doing this for a couple of accounts and the QA team’s productivity has always been 100%. It is effortless and is not rocket science. The greatest benefit is...
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