A Tool to Help Contact Centers Achieve the Mission of Excellence in Customer Service

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

Having a business objective called excellence in customer service is probably part of every company’s mission statement. But, what exactly does it mean? Well, it depends on whom you ask, and possibly when you ask. As customers, you who are reading this, probably have your own ideas about what constitutes great customer service. I know […]

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Five Generations of Agents Embracing One Technology?

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

At this moment, there are four generations of agents at work in contact centers: Traditionalists, Boomers, Gen Xers, and Millennials (Gen Y). There will soon be a fifth one joining them: Gen Z. Talk about a diverse workforce. Generational “membership” is consequential. How people view the world in general, and work in particular, is influenced […]

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Contact Center Agent and Management Surveys: Results Comparison

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

In late 2016, SWPP sent out a WorkFlex sponsored survey that asked contact center managers to answer a series of questions about the value of schedule-change empowerment. We shared those results with you early this year. This summer, WorkFlex surveyed contact center agents about the same issue. (View the questions we asked here.) While the population […]

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Leading Credit Card Company Empowers Contact Center Agents With Intelligent Agent Mobile App

Under Blog Post, Home Sidebar, Press Releases | Posted by WorkFlex Solutions LLC

Organization adopts mobile app that allows agents to see their schedule and make pre-approved changes anytime/anywhere CINCINNATI, OH (PRWEB) SEPTEMBER 05, 2017 WorkFlex Solutions, LLC announced today that a worldwide credit card leader is implementing the WorkFlex intelligent agent mobile app so their contact center agents always have the latest version of their work schedules […]

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Shrink Your Contact Center Shrinkage

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

Whether you use Erlang C or any other staffing-need calculation, your staffing levels will never be paragons of unblemished perfection. Shrinkage happens.* Even with today’s workforce management (WFM) systems helping schedulers take multiple shrinkage factors into account, staffing gaps are inevitable. The mission is to fix the over- or under-staffed conditions. Shrinkage rates are all […]

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How to Get the Tools Your WFM Organization Really Needs by Endorsing a Capability that Your Company Executives Really Want

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

The Workforce Management Budget Approval Challenge – Tactical Funding Although workforce management (WFM) is recognized as critical function to the effective operation of contact centers, it is generally treated as a cost center (much the same as finance or human resources) – a function that is necessary overhead for the business, and paid for as […]

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Planning Is Everything in the Contact Center, Except When It Isn’t

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

Planning Is Destiny, Right? Everyone knows that to reach your goal you have to have a good plan. Whether it’s a football game, a satellite launch, or a contact center operation, a plan is a must. In the contact center, we spend a lot of time building good plans. We use our workforce management (WFM) […]

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The Trouble with Turnover

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

One of the best Star Trek episodes (in my ever-humble opinion) aired in in 1967 with the title “The Trouble with Tribbles.” Kirk and the Enterprise crew are ordered to Deep Space Station K7 to guard grain shipments that are destined for Sherman’s Planet, the ownership of which is disputed. The Federation claims it and […]

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On-Demand Contact Centers: The Uber Model Can Work

Under Blog Post, Home Sidebar | Posted by WorkFlex Solutions LLC

What if all you had to do is publish a forecast and the right staff would move into place? The concept of an on-demand contact center has become popular and most references to the topic appear on the Web sites of enterprises offering on-demand services. (Do a quick Internet search for “on-demand contact center” for […]

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Happiness Is Hanging Out at Home While Working

Under Blog Post, Home Sidebar, Uncategorized | Posted by WorkFlex Solutions LLC

Anyway, it apparently improves one’s disposition and outlook on life if one happens to be working as a customer service representative (agent) in a contact center. Contact Center Pipeline’s June 2017 edition makes what looks like an ironclad case for sending agent workforce populations home. Paul Stockford of Saddletree Research shares the results of a […]

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