Trend Spotlight: Top 5 Strategies for Achieving Quality Call Center Workforce Management

Posted: 07/19/2011

The contact center stakes are far too high to base workforce management strategies on guesswork and hype. With factors like agent attrition and cultural disengagement already making the demand for more efficient call center operations across multiple channels difficult, the strategies used to successfully--and quickly--motivate workers to perform cannot be left to chance. Luckily, trends for workforce management excellence are emerging, and call center directors are beginning to see clear strategies for commanding real, measurable results from their agent engagement endeavors. Vicki Herrell, the executive director of the Society of Workforce Planning Professionals, shares the findings of comprehensive research into call center workforce management, which reveal how to carve success in the ever-complicated landscape of multi-channel customer communications.