Why Do We Buy Products? To Do a Job, Says Harvard Professor

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Ask your co-workers why they buy things and they’ll probably say, “Because I want them,” or “Because I need them.” That makes eminent sense, right? Those funky new shoes you bought? You were seized with possessive passion the moment you laid eyes on them – i.e., you wanted them! The scrub brush? Well, you needed […]

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One Bad Customer Experience Costs Companies Dearly, So They Should Make Their Contact Center Agents Happy

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

It may sound like a non sequitur, but the title of this little Thursday rant is anything but. Let’s unpack. The first clause in the title asserts that companies pay a high price for even one bad experience their customers encounter in dealing with them. In 2016, Ovum conducted research that showed 82% of customers […]

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WorkFlex Joins CRMXchange for Two Events in June 2017

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WorkFlex joins CRMXchange for two events in June 2017! We will be presenting during the June 1 Tech Tank technology demo along with NICE and Pipkins and we’re a sponsor again of the annual Virtual Conference, an event which this year includes two tracks: Quality Assurance and Analytics and Workforce Management and Performance Optimization. We are part of second […]

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WorkFlex Technology Contributes to Creating a Knock-Your-Socks-Off Customer Experience

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

Blake Morgan writes about customers, companies and customer service. She has just published a book called “More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences.” The content is all about how critical it is for companies to deliver gold-standard customer service to succeed in today’s marketplace, and […]

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No Workforce Management System Is Complete Without WorkFlex

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

As you read that title, I bet you thought, “Cheeky, aren’t they? Who the heck do they think they are?!” Who we are is a software company that makes workforce management (WFM) systems function even better. Our system integrates with workforce management (WFM) systems to fill in the missing functionality in WFM scheduling called intraday […]

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WorkFlex Contributes to Kaizen and Helps Engage Millennials in the Workplace

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A common complaint of management in recent years has been focused on the Millennial mindset and attitude in the workplace. A Harvard Review article from last May calls Millennials “the least engaged generation in the U.S.” and suggests that “71% are either not engaged or actively disengaged at work.” Disengagement leads to lack of commitment […]

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My First Year at WorkFlex Solutions: A Salute to the Team

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I recently celebrated my one-year anniversary at WorkFlex Solutions and decided to mark the occasion with a tribute to my co-workers. I am the HR and accounting manager. (We’re a small company, so I, like just about everyone else, wear multiple hats.) Before working here, I had never worked for a small enterprise. It has […]

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One Simple Way to Dramatically Improve Agent Utilization, No Matter How You Define It

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

In the last couple of SWPP’s Tip of the Week emails, the topic has been the concept of “Utilization” and the multiple definitions of the term that exist in the industry. Regurgitating these fully would be redundant here. A brief summary of each definition will suffice: The amount of time agents are available to serve […]

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Boost Contact Center Productivity by Filling in the Down-Time Gaps

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

A group of us from the WorkFlex team made the trek to Nashville for SWPP’s annual conference a couple of weeks ago. It was a highly educational, fun, and really well organized event! Even better than the last one I attended in 2015. Vicki Herrell and her team are conference-management rock stars. I attended multiple […]

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Winning the Staffing Wars in the “Game of Gigs”

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

It appears we are rapidly becoming a nation of “gig-ers.” We love our Uber, Lyft, TaskRabbit, et al. And why not? These are services that improve the lives of many. For consumers, the convenience of these services is evident, since so many are using them regularly. For the workers who provide the services, the convenience […]

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