workforce
How-to Guide: How to Leverage Workforce Optimization in Today’s Contact Center
September 23 by CCW Digital82% of consumers are now more comfortable using self-service and digital channels as a result of the pandemic. With customers turning to self-service for simple issues, they
Special Report: Managing the Hybrid Contact Center Workforce
February 22 by Amanda CaparelliOrganizations and leadership teams are continuing to build out their strategies for an eventual return to on-premises work. Of course, it is essential that customer service agents are well-equipped an...
Gen Y Doesn’t Want to Work in Your Call Center
October 01 by Jim RembachSodexo Motivation Solutions in the UK released the results of its new survey highlighting Generation Y’s (employees aged 16 to 28) perceptions of working. The survey finds that more than half...
Drucker’s Surprising View of Corporate Social Responsibility
June 10 by William Cohen, Ph.D.Drucker concluded that considerations for workers in and out of the workplace were the responsibility of the corporate leader just as much as the profits, survival, and growth of the business or organ...
Accounting for Presenteeism In Call Center Planning and Forecasting
March 31 by Art HallCall Center representatives have some of the most rigid and, oftentimes, unpredictable schedules. For call center leaders, call center workforce management can be an arduous task. This is particularly...
Best Practices in Call Center Recruitment: Stop Trying to Understand Why Call Center Representatives Are Quitting
October 05 by Brooks Mitchell, PhDThe improvement in economic conditions has companies revamping their call center recruitment and hiring strategy. Call center recruitment has become a focus again and, as a result, call center turnove...