Summertime, and the Livin’ Ain’t Easy for Contact Center Agents

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

Even if you’re not an opera buff, you’ve probably heard the aria “Summertime” from Porgy and Bess, the first line of which is “Summertime, and the livin’ is easy.” In the life of many contact center agents, it would be more accurate to describe the livin’ as hard in the summer. That’s because it is […]

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Change Management in the Contact Center Requires Thoughtful Planning

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

Many people cringe at the term “change management” while others think that it’s unnecessary or just don’t think about it at all. In either case, lack of change management generally leads to difficulty making changes, or, at the very least, unpredictable results when making those changes. In today’s employment environment, not only are workers facing […]

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Agent Engagement: The Key to Contact Center Performance?

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

Reading that headline, many in the contact center industry will probably say “No kidding!”  Lack of agent engagement negatively affects brands due to the resulting less than stellar customer service and is a huge financial drain on enterprises.  Engaged agents are happier, more motivated employees who provide better customer service. WorkFlex technology improves agent engagement by enabling […]

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“NewGen WFM” Meets WorkFlex Empowerment Technology

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

In NewGen WFM: The Future of Contact Center Forecasting and Scheduling, a new white paper from DMG Consulting, the industry research firm discusses the contact center practices and policies and the technical functionality necessary to creating a new contact center paradigm that: attracts and keeps good agents rather than losing them to “flexible” companies like […]

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Self-Scheduled Training: Optimizing the Learning Curve in Today’s Contact Center

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

One of the greatest challenges contact centers confront is providing their agents with enough training to make them knowledgeable, capable customer service representatives who can resolve customer issues quickly and effectively. Newly hired agents receive training before they begin answering phone calls or communications from other communication channels, but they require ongoing training to learn […]

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Flexible Scheduling Becomes a Contact Center Recruiting Tool Whose Time Has Come

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

I’ve been in the contact center industry for 20 years and during that time the main challenges haven’t changed.  Recruiting, hiring and retaining quality labor has been and will always be the biggest challenge faced by outsourced and captive contact centers/BPO providers. What has changed is: The rise of the gig economy and the impact […]

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Why the Woolly Mammoth Went Extinct and What Contact Centers Can Do to Avoid the Same Fate

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

A lot of research has been done on why the Woolly Mammoth went extinct, and the evidence shows that it was not a single factor but a “one-two” punch – an environmental change that weakened the species because of their inability to adapt combined with the emergence of an existential threat that eliminated their ability […]

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Team Coffee Breaks? What a Contact Center Scheduling Nightmare, Right?

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

There’s an excellent UK Web site dedicated to all things contact center. Among the site’s many menu options is one called “Tips” where Jonty and Megan share short pointers on how to make agents happier, deliver better customer service, and improve operations. Megan posted a tip not long ago titled “Send Teams on Coffee Break […]

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Intraday Management and the Strategic Value of Intraday Automation

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

Rebecca Wise Girson, contact center industry expert and founder of Wise Workforce Strategies, has produced a new white paper defining intraday automation (IA) and how it supports intraday management. The executive summary: The powerful capabilities of intraday automation technology are quickly gaining traction in the workforce optimization (WFO) industry. Yet many contact center leaders do […]

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WorkFlex Introduces On-Demand Contact Center Technology to Optimize Omni-Channel Workforce Scheduling

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

Agent self-scheduling empowerment scope expanded from “work-hours” to “work-type” WorkFlex Solutions, the industry leader in Intelligent Intraday Automation® for contact centers announced today the introduction of an enhancement to its patented intelligent employee self-scheduling technology that empowers multi-skilled contact center agents to change their work-type in addition to their work-hours. WorkFlex technology has transformed schedule-change […]

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