Tag: operational efficiency
The REAL ROI of a Workforce Management Investment
The REAL ROI of a Workforce Management system investment is not within the software. It’s what the software enables you to DO with it that counts. Despite the obvious economic challenges of our time, contact centers continue to invest in Workforce Management technology. Why? Because any technology that directly impacts your business’s most costly resource [...]
WISE READ- Lifehacker: The Guide to Working Smarter, Faster and Better
Whether you consider yourself to be high-tech, low-tech or no-tech, this book is guaranteed to teach you something you didn’t know about how to more effectively use your tools and, ultimately, your time. One would think that those of us who make a living focusing on the productivity of others would be experts when it [...]
Getting Our WFM Priorities in Order
Sometimes in our contact centers, we need to get our priorities straight. When it comes to workforce management, are you focusing on the right things? If not, it’s time to put first things first. If you are familiar with the financial guru Suze Orman, you probably know her famous motto: PEOPLE first, then MONEY, then [...]
Want to Reduce AHT? Focus on the Metrics Inside
Apart from shrinkage and necessary overhead, there are three key things that drive staffing costs at our contact centers: service level objectives, call volumes and average handling times. If we attempt to reduce our service level goals and are told “it is what it is” (see related blog post here), we’re left with either reducing [...]
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