One of the best Star Trek episodes (in my ever-humble opinion) aired 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 so […]
Continue reading →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 […]
Continue reading →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 […]
Continue reading →As I’ve mentioned a time or two in these posts, I’m in the habit of perusing contact center industry Web sites for news on “the latest” – whatever that might be. Whilst in a perusing session the other day, I saw a headline that caused a sympathetic nervous system response: increased heart rate, audible gasp, […]
Continue reading →WorkFlex was founded to solve intraday management problems and to empower the employees who make contact centers work. Doing these two things is our reason for existing and so we’re wont to go about proclaiming that WorkFlex Makes WFM systems even better! Our technology integrates with workforce management (WFM) systems and we think those systems […]
Continue reading →Reshoring has been a trend for some years. In 2009, 35% of US companies maintained “offshore contact centers or help desks.” The number thereafter dropped substantially. By 2013, “the percentage of contact center contracts with significant onshore delivery climbed to 53 percent…” During that year, a Deloitte study found that “[f]or US-based companies, the US […]
Continue reading →Last week, the SWPP Tip of the Week admonished readers to “close down the exception factory” and to establish a fair way to handle adherence, noting that what constitutes “fairness” often becomes a controversial topic in the contact center industry. The Tip’s author Kevin Zimmerman from NICE laid out a suggested process. You can read […]
Continue reading →WorkFlex Gamification Technology as a Tool for Agent Engagement Do a Google search on the word “gamification” and view the following definition in the search results: “the application of typical elements of game playing (e.g., point scoring, competition with others, rules of play) to other areas of activity, typically as an online marketing technique to […]
Continue reading →WorkFlex Expands Real-Time, Intelligent Self-Scheduling with Gamification Capability CINCINNATI, OH (PRWEB) JUNE 13, 2017 In 2016, WorkFlex Solutions announced a patent for real-time, automated, intelligent self-scheduling (USPTO #9,280,754) that empowers employees with the flexibility to change their schedule while ensuring that each change actually helps optimize staffing levels. This new patent (USPTO # 9,679,265), expands […]
Continue reading →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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