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Can WFM be a role model to Ops?
access_time 2024-06-07T11:20:37.542Z face Corey Sewpersad
Can WFM be a role model to Ops? Getting the most out of your contact centre is not often an easy task, considering that the deciding factor on whether or not your plan is executed effectively is very dependant on people. It therefore becomes a major and sensitive task to get people to follow the pla...
Here's why your sales contact centre needs wfm analytics
access_time 2024-06-07T11:15:30.782Z face Corey Sewpersad
Here's why your sales contact centre needs WFM analytics Following from my last article, “Applying WFM in Outbound Contact Centres”, lets take a look the possible financial gains in your business by implementing and applying WFM Analytics. Based on a Cold Calling environment, I conducted an analysis...
Applying WFM in outbound contact centres sharing myexperience
access_time 2024-06-07T11:06:45.034Z face Corey Sewpersad
Applying WFM in outbound contact centres sharing myexperience Many articles and case studies are published about the benefits of a sound Workforce Management solution in all contact center types, including outbound contact centers and with the improvements in technology and the shift from ‘calls’ to...
WFM for omnichannel contact center
access_time 2024-06-07T10:54:05.214Z face Vinay Vasudevan
WFM for omnichannel contact center Customer engagement is constantly improving in the space of contact center and shifting to create more and better experience to a customer. Most of the call centers are gradually improving and turning into a contact center. Earlier it used to be only Inbound (i.e. ...
Break Time Optimization with Excel
access_time 2024-06-07T10:25:39.919Z face Daniel Crespo
Break Time Optimization with Excel Optimization of break and lunch times is a topic you hear about often on roles like Scheduler or Real timer. Now, If you are using WFM software, most likely you have all settings ready to optimize when needed, but what If you don´t have a WFM tool?Can this be done ...