Yogi Berra não sabia muito sobre contact centers, mas parece que ele teve uma grande visão da primeira fase do processo de planejamento da força de trabalho quando disse: “É difícil fazer previsões, especialmente sobre o futuro.” O fato é que o complexo processo de …
Workforce Optimization
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El béisbol y el mito de la precisión en los pronósticos de WFM
Yogi Berra no sabía mucho sobre centros de contacto, pero parece haber tenido una gran visión de la primera fase del proceso de planificación de la fuerza de trabajo al haber dicho que: “Es difícil hacer predicciones, especialmente sobre el futuro”. Lo cierto …
Gana el Trono de Hierro en CX
Que vengan todas las banderas; el invierno ha llegado.
La temporada final de Game of Thrones ha llegado y se perfila como el estreno televisivo más esperado de todos los tiempos. Se pelearán grandes batallas, se derramará sangre y, Dios no lo permita, tendremos que despedirnos …
Ganhando o trono de ferro da experiência do cliente
Ganhando o trono de ferro da experiência do cliente
Convoque seu exército, o inverno chegou. A última temporada de Game of Thrones começou e tem sido considerada a estreia de televisão mais esperada de todos os tempos. Grandes batalhas estão sendo travadas, sangue será derramado e …
Mayday, mayday: Coping with an influx in your customer interactions
This weekend marks another bank holiday in the UK, and with the warmer months settling in, you will no doubt begin to experience influxes in customers – both physically and online – as millions of people switch off from work and become more focused on …
Winning the CX Iron Throne
Winning the CX Iron Throne
Call the banners; winter is here. The final season of Game of Thrones is upon us, and it’s shaping up to be the most wildly anticipated television premiere of all time. Great battles will be fought, blood will be shed and, …
Lifting the sickness burden: it’s not just about illness
It goes without saying that sickness is a burden on any business. If for whatever reason your levels of absence due to sickness are high, you’re constantly under the cosh as a business, scratching around to find people to cover shifts and minimise overall …
Flexible scheduling: A triple-win for businesses and their employees
Flexible working has become a fixture of the professional world. Flexible and short-term working arrangements have proven popular amongst staff in many industries, and shift scheduling has moved on from a ‘top down’ command-type arrangement into a two-way conversation between managers and employees.
The emerging generation …
Future success reliant on cloud-based workforce management software
Cloud technology for implementing and administering workforce management (WFM) technology is becoming increasingly important to businesses that are under pressure to maximise workplace productivity, reduce expenditure and improve their bottom line.
In our current economic climate of uncertainty and instability, all processes need to be managed …
Mitarbeiter im Fokus: Trends in Workforce Optimization Software
Eine mitarbeiterorientierte Ausgestaltung des Contact Center Arbeitsplatzes wird immer wichtiger. Denn zufriedene Mitarbeiter sind der Schlüssel für zufriedene Kunden und Mitarbeiterzufriedenheit und Transparenz sind wichtige Bausteine, um eine kostenintensive, hohe Fluktuation zu vermeiden.
Hierbei spielen auch die folgenden drei Trends eine wichtige Rolle:
> Selbstverwaltung / Self-Service …