Centralized or de-centralized WFM: 5 ways to strike the perfect balance
New business models and organizational change have put the debate over centralized versus decentralized workforce planning back on the table. Kanogo Njuru at Teleopti advocates a balanced approach using Workforce Management (WFM) technology to blend all types of service organizations… In the past, workforce planning was often managed by local teams out in the field. However, […]
Capstone: Building sophisticated systems to provide maximum results…
Capstone Intelligent Solutions specialise in contact centre optimisation across all channels including managing your workforce. Our solutions are designed to help your contact centres accelerate business impact, deliver consistent outcomes and innovate the customer and agent experience. The Challenge The technology sector is fast-paced, with many businesses expanding rapidly. Add to that, the complex nature […]
Start to nurture future budding customer service professionals, says Teleopti…
Workforce management consultant at Teleopti UK, Ben Willmott, explains the three simple workforce management strategies to attract the brightest young talent, and keep ahead of the competition. From transforming a contact centre environment to suit the next generation of digitally-led professionals, to introducing gamification by accommodating the trend of constant feedback; following the three strategies […]
italk’s ‘proactive’ approach to workforce management…
Staff motivation and retention seem to be recurring challenges that a majority of call centres are faced with. This is why, at telecommunications company, italk, we have invested considerable time and energy in perfecting our sales technique and ensuring our managers really get the most out of their workforce. What does getting the most out of employees mean to us? We […]
EvaluAgent: Unhappy call centre workers costing UK economy £2.3 billion…
Partnering with ContactBabel and basing its research on the UK Contact Centre HR & Operational Benchmarking Report, the provider of workforce management software, EvaluAgent, has calculated that unhappy call centre employees are costing the UK economy an estimated £2.3 billion every year. Managing director at EvaluAgent, Jaime Scott, said: “A major challenge faced by many […]
