Thursday, June 28, 2012

Call center schedule tips

Call center scheduling tipsWe have created a list of seven practical tips for call center scheduling to not only keep your call center running efficiently, but also maintain high service levels, and keep costs under control. We would like to share these tips with you and hope it proves to be useful in your daily call center operations.

You can download the whitepaper by clicking this link 7 Tips for more effective call center scheduling. If you are also interested in schedule adherence, you can also download our whitepaper with the topic: Practical strategies for improving call center schedule adherence.

Thursday, June 21, 2012

Call center schedule adherence best practices summary

One of the most challenging jobs related to managing any call center, is ensuring there is the right number of staff with the right skills available at the right times of the day. Over the last 12 months we haven written a few articles about schedule adherence and received a lot of interest about this topic. Therefore, we thought it would be a good idea to create a summary of the top articles about schedule adherence:
We hope you find these articles useful, and please feel free to contact us if you have any questions about call center scheduling, forecasting or adherence.

Tuesday, June 19, 2012

Workforce management and optimization in the cloud

The Cloud-based model for workforce management software uses a new multi-tenant and scalable architecture that was designed to efficiently and securely deliver web-based applications at the lowest possible cost. It focuses on fast set up, low operating costs through shared services, high security for web-based deployment and high performance and scalability through instant and seamless scaling of computer resources (also called "elastic cloud computing"). 
  • Lower operating costs: With the Cloud provider managing the IT infrastructure, costs are lowered by securely sharing IT infrastructure and resources, avoiding "hidden costs" for hardware replacements, upgrades, and IT operation resources that are typical for premise-based software.
  • Ease of use: The new web-based user interface of Cloud-computing solutions focus strongly on usability, ensuring an easy to use software. This helps to drive fast user adoption within your organization.
For more information, please download our cloud-based workforce management whitepaper.