Are you staffed appropriately this holiday season?

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With the holiday season already here, I hope you made the necessary preparations for your contact center to handle the expected call volume. Typically your customer service representatives request PTO to spend time with their families and shop but that’s also when you have the highest call volume. If you are not staffed appropriately, your metrics will be impacted. It is … Read More

Are Your Agent Schedules Ready for the Holidays?

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With the holidays just a couple of weeks away, hopefully you have made the necessary preparations to handle all agent requests and the required adjustments with holiday scheduling. Typically it is at this time of year agents typically request time off and it also the time when call volumes are at the highest. Forward planning is essential to ensure that you … Read More

Virtual Agents Best Practices Series – Process

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In the previous issue I shared Virtual Agent “Best Practices” tied to People and in this column I will outline Process “Best Practices” that I have identified through my research and discussions with early adopters of Work At Home Agents. As I mentioned previously there is no clearly identified best process to follow when deploying Work At Home Agents but … Read More