Workforce Management Archives

Jul31
Call center outsourcing: the cost of an empty seat
Ken Carlon of Optima explains how increasing occupancy in a call center can be a key to increasing income. What are some of the neglected or misunderstood ways to make a call center more profitable? For outsourcers it's generally utilization...
Jul30
Making more money with your call center
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... Continue Reading
Nov26
Informing Agent of their Schedules: Posting Dilemma
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... Continue Reading
Aug29
Give the Agents their Breaks!
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... Continue Reading
Jun18
Plan Your Attrition Numbers
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... Continue Reading
Jun 4
Agent Improvement: Scheduling Coaching Sessions
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... Continue Reading
 


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