How can resource planners achieve the best balance between agents’ wishes for their schedules and the forecasted needs of the contact center? Rebecca Philp at Teleopti, weighs up the two options on offer… Continue reading Agent Preferences v Shift Bidding – Which to Choose? asks Teleopti
Category Archives: Guest Post
Bring Your Own Phone: How many personal mobile devices are synced with your business data right now?
The use of personal mobile devices for work continues to be on the rise. Flexible and remote working options are now a major consideration for employees, while, for SMEs in particular, Bring Your Own Phone (BYOP) initiatives can help keep down costs, and provide the agility and flexibility to compete with the rigid structures of larger competitors. Continue reading Bring Your Own Phone: How many personal mobile devices are synced with your business data right now?
Empowering customer service agents
The butterfly effect is the concept that small changes, such as the flapping wings of a distant butterfly, can cause a chain reaction of events that can build up to a tornado. Here, Howard Williams, marketing director of live chat software specialist Parker Software, looks at how the simple choice of chat can lead to happier agents and loyal customers. Continue reading Empowering customer service agents
Flexible working; a 3-point plan for time-off-without-pay, zero and reduced hours in contact centers
Zero and reduced hours, time-off-without-pay (TOWP) could be the answer when it comes to flexible working but how will it work in practice? Per-Arne Karlsson, Technical Director APAC at Teleopti, shares a simple 3-point plan… Continue reading Flexible working; a 3-point plan for time-off-without-pay, zero and reduced hours in contact centers
DIY is good, but not for every customer
Self-serve has become popular with customers and offers huge advantages, but it doesn’t hold all the answers, says Simon Hunt, Director of Products and Solutions for Capita Customer Management. Continue reading DIY is good, but not for every customer
Who wants to work in a call centre?
“When I grow up, I want to work in a call centre,” said no one, ever. For anyone that’s worked in a call centre, you’ll know the reality of telesales is a little less Wolf of Wall Street, more The Office — the British version with Gareth and his jelly-imprisoned stapler. Call centres don’t have the best rep for employee retention, but there are steps that employers can take to keep valued employees. Here, Stephen Parker, CEO of business automation specialist, Parker Software, examines three reasons for high staff turnover in the sector. Continue reading Who wants to work in a call centre?