How to meet changing requirements for contact center supervisors. … [Continue reading] about Answering the Call
Answering the Call
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Tuning Your Training and Coaching
In my career, I have been fortunate to have both run numerous contact center/service delivery operations and consulted for hundreds of other contact centers. I have been able to experiment, fail, and succeed, as well as leverage or learn from the … [Continue reading] about Tuning Your Training and Coaching
Why WFM Matters
Understanding what WFM is in the contact center and why it is important. … [Continue reading] about Why WFM Matters
A Deep-Dive into WFM: The Forecast Algorithm
If there’s a follow-up question, I will go on to explain that we accomplish this by carefully generating accurate forecasts with creative schedules, and then we track all of that in real-time and report back on our progress. There’s a lot that goes … [Continue reading] about A Deep-Dive into WFM: The Forecast Algorithm
Hearing Changes in the Customer Voice
Contact centers are looking for ways to take advantage of the customer experience (CX) insights that can come from voice of the customer (VoC) analytics and quality management (QM) applications. But there have been questions raised about these … [Continue reading] about Hearing Changes in the Customer Voice
12 Tips for Effective Coaching
Why is coaching important? Coaching has a direct impact on individual agent performance. But it also affects overall customer experience (CX). One poorly coached agent can frustrate customers and result in low Net Promoter Scores (NPS) for the … [Continue reading] about 12 Tips for Effective Coaching
Contact Center Pipeline Magazine August 2023
Taking WFM to the Cloud Table of Contents, August 2023 FEATURE ARTICLETaking WFM to the CloudBy Brendan ReadTrialCard gained efficiencies, met challenges.IDIOM INSIGHTSContact Center LeadershipBy Kathleen M. PetersonDeveloping a Strategic Game … [Continue reading] about Contact Center Pipeline Magazine August 2023
Taking WFM to the Cloud
The cloud has become a viable, established, reliable, and flexible environment for contact center workforce management (WFM) applications. One that has proven itself during the COVID-19 pandemic. Just ask TrialCard. TrialCard, based in Morrisville, … [Continue reading] about Taking WFM to the Cloud
Contact Center Leadership
Game Plan was a pinball manufacturer that produced pinball tables from 1978 to 1985. It was a subsidiary of AES Technology Systems and was located in Elk Grove Village, Illinois. I find it fitting to use the idiom Game Plan (i.e., a carefully … [Continue reading] about Contact Center Leadership
Tech News: Latest Innovations and Updates
In today's fast-paced world, staying updated with the latest tech news is crucial. Technology is constantly evolving, bringing forth new innovations and updates that shape our lives and industries. In this comprehensive article, we will delve into … [Continue reading] about Tech News: Latest Innovations and Updates
