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

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

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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Do Workforce Administrators and Agents Really Want Total Intraday Process Automation?

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

Workforce administrators have a tough and time-consuming task: keep contact center staffing and contact volume balanced (“contact volume” because there are now not only phones, but multiple communication channels to staff). Workforce managers must constantly monitor the calls/agents ratio and proceed through a series of often very manual steps to retain or bring in agents […]

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WorkFlex Solutions Announces Patent Award for Dynamic Workforce Optimization

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

Staffing Agility Empowerment Solution Enables Optimized Intraday Performance for Contact Centers CINCINNATI, OH (PRWEB) MARCH 21, 2017 – WorkFlex Solutions, the industry leader in Intelligent Intraday Automation® for contact centers announced that it has been awarded a patent from the U.S. Patent and Trademark Office that enables contact center operators to effectively optimize interval-level staffing across […]

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What to Do When the “White Death” Cometh and Your Contact Center Is Empty

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

A snowstorm was pounding parts of the northeast yesterday. A real blizzard. Dumping three inches per hour. White-out conditions. Roads impassable. Everything coming to a standstill. No one showing up for work. Forget about customer service. These weather events occur regularly. It would seem wise to find a way around the inevitable paralysis. If you […]

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Reasons Contact Center Employees Stay on the Job

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

  Last month, ICMI posted an article by Customer Care Manager Jenny Dempsey on the top five reasons employees stay put in their positions. She did an informal survey of her friends and acquaintances on Facebook and found that regardless of their particular position in the company, their views on the subject were remarkably similar. All […]

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Concentrix to Expand Deployment of WorkFlex Products

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

Intelligent Employee Empowerment Suite Optimizes Contact Center Employee Satisfaction, Utilization and Performance Cincinnati, OH and Fremont, CA – February 23, 2017: WorkFlex Solutions LLC (WorkFlex), the industry leader in intelligent employee empowerment solutions for contact centers, today announced a product deployment expansion contract with Concentrix Corporation, a leading global business services company. WorkFlex provides contact […]

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Over-Automation or How to Ruin the Customer Experience

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

It could just be me, but I doubt it. I’m not a fan of customer service automation. Period. This may sound peculiar and tinged with hypocrisy coming from someone promoting automation technology for the contact center. It is not, however. WorkFlex technology automates specific internal contact center processes, not customer service. By “customer service,” I […]

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