CallCenterScript: Workforce Management Archives

Workforce Management Archives

Jul31	Call center outsourcing: the cost of an empty seat Michael Moser July 31, 2007 Know More: Call Center Management, Outsourcing & Offshore, Workforce Management Call Center Management 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... Posted at 5:48 AM \| Permalink \| Comments
Jul30	Making more money with your call center Michael Moser July 30, 2007 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 Posted at 5:29 AM \| Permalink \| Comments
Nov26	Informing Agent of their Schedules: Posting Dilemma 'Jam' Mayer November 26, 2006 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 Posted at 9:57 AM \| Permalink \| Comments
Aug29	Give the Agents their Breaks! 'Jam' Mayer August 29, 2006 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 Posted at 4:40 PM \| Permalink \| Comments
Jun18	Plan Your Attrition Numbers 'Jam' Mayer June 18, 2006 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 Posted at 8:31 AM \| Permalink \| Comments
Jun 4	Agent Improvement: Scheduling Coaching Sessions 'Jam' Mayer June 4, 2006 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 Posted at 10:13 AM \| Permalink \| Comments
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