Is Self-Scheduling the Future of Your Business?

Posted by WorkFlex Solutions LLC
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Firstsource Boosts Intraday Performance through Real-Time Alerting from WorkFlex

Posted by WorkFlex Solutions LLC
CINCINNATI, OH (PRWEB) FEBRUARY 17, 2016
Firstsource Solutions Limited (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL@IN), an RP-Sanjiv Goenka Group company and a global provider of customized Business Process Management (BPM) services, in partnership with WorkFlex Solutions, the industry leader in Intelligent Intraday AutomationTM for contact centers, has reported significant improvement of intraday performance as a result of the WorkFlex Manager Suite adoption that provides intelligent real-time adherence alerting. Continue reading →

CEOCFO Magazine Interviews Larry Schwartz about Intraday Automation and More

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Aberdeen Study Confirms Intraday Automation Is a Major Component of WFO Success

Posted by WorkFlex Solutions LLC
In the Aberdeen Group’s recently published study Contact Center WFO: How to Balance Customer Needs with Agent Productivity, Omer Minkara, Research Director for Contact Center & Customer Experience Management, delineates the relationship between the tactics companies with successful WFO programs implement and the stellar business-performance results they achieve. And they do achieve stellar results, especially when compared to companies whose WFO programs are less robust. Continue reading →

Is Your WFM Team Suffering From a Lack of Empowerment?

Posted by WorkFlex Solutions LLC
In the contact center world, we talk a lot about the need for agent empowerment. When customer satisfaction is the goal, a proven way to get there is by giving our agents greater levels of authority and autonomy so they can serve our customers more effectively. But what isn’t discussed is the need for empowerment at other levels of the organization to do the same. Continue reading →

Making the Case for Saving Agent-Level AHT

Posted by WorkFlex Solutions LLC
Average handle time (AHT) seems to be getting no love these days when it comes to metrics used to measure and drive the performance of contact center agents. What used to be a cornerstone of every agent scorecard is now being dropped from the mix entirely at many centers in favor of metrics focused on the customer experience. - See more at: http://workflexsolutions.com/demo/making-the-case-for-saving-agent-level-aht/#sthash.wa9PD2Ln.dpuf Continue reading →

Killing the Commute: How Contact Centers Can Pave the Way Towards Helping People Achieve Work/Life Balance (Part 2)

Posted by WorkFlex Solutions LLC
re you looking to decrease your contact center’s turnover and improve the job satisfaction of your agents? If so, it’s possible to accomplish both by killing the commute. Continue reading →

Killing the Commute: How Contact Centers Can Pave the Way Towards Helping People Achieve Work/Life Balance (Part 1)

Posted by WorkFlex Solutions LLC
One of the primary downsides of going to work lies in actually getting there. According to a recent report in USA Today, the average American worker spends approximately 204 hours a year commuting to and from the office. So, for every day that people physically show up at work, they are sacrificing almost an hour of time they’ll never (ever) get back. Continue reading →

CCNG Webcast – Delivering on the Promise of Work-Life Balance for Contact Center Agents

Posted by WorkFlex Solutions LLC
WorkFlex CEO Larry Schwartz shares insights on the Agent “Scheduling Flexibility Paradox” – Why Contact center operators institutionally restrict their agent’s ability to easily change their schedules even though they know that agent scheduling flexibility is a key driver of agent satisfaction and work-life balance. See how WorkFlex has finally “cracked the code” on this paradox by empowering agents with the flexibility to instantly change their schedules anywhere, anytime while ensuring that each change actually helps optimize staffing levels. Continue reading →

TMC Customer Interview with Larry Schwartz

Posted by WorkFlex Solutions LLC
The WorkFlex self-service solution provides agents with an intelligent interface displaying all of their available options based upon their unique profile and the latest forecast and schedule. Continue reading →

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