5 Benefits of WFM. 4: Provides Reporting for Operations Management

May 24, 2018 12:30 pm
Margie Plunkett

Benefit 4 of this week's Best Practices blog, 5 Benefits of Workforce Management (WFM) for the Contact Center, explores reporting, below. Benefit 3 looked at Analysis. 4. Provides Reporting for Operations Management WFM provides clear actionable reporting to assist operations when making decisions on running the business. Call metrics (volume,…

5 Benefits of WFM. 3: Real-Time Analysis Provides Efficiency Gains

Our Best Practices blog, 5 Benefits of Workforce Management (WFM) for the Contact Center, continues today with Benefit 3: Real-Time…

May 24, 2018 8:00 am

5 Benefits of Workforce Management. 2: Boosts Effectiveness by Aligning Scheduling

This week's Best Practices blog is 5 Benefits of Workforce Management in the Contact Center. Earlier today, we offered Benefit…

May 23, 2018 8:00 am

5 Benefits of Workforce Management. 1: Forecasting Drives Service Levels

Contact Center staffing numbers are critical in balancing costs and the quality of customer experiences. Workforce Management (WFM), the focus…

May 22, 2018 8:00 am

5 Steps to Implement Net Promoter Score (NPS) in Your Business

Setting up a Net Promoter Score system is a process that goes well beyond simply asking the single NPS question.…

May 19, 2018 8:00 am

5 Steps to Implement Net Promoter Score. Step 5: Report on Effectiveness

The final installment in our Best Practices blog this week, 5 Steps to Implement Net Promoter Score, is Step 5:…

May 18, 2018 8:00 am

5 Steps to Implement NPS. Step 4: Prioritize Improvements

Your next step in implementing Net Promoter Score in your business is Step 4, below: Prioritize improvements that have been…

May 17, 2018 8:00 am

5 Steps to Implement Net Promoter Score. Step 3: Measure and Analyze

Setting up a Net Promoter Score system in your business is a process that goes well beyond asking a question. …

May 16, 2018 8:00 am

5 Steps to Implement Net Promoter Score. Step 2: Create Questions

As you implement Net Promoter Score in your business, the questions on your survey require time and thought to design.…

May 15, 2018 8:00 am

5 Steps to Implement Net Promoter Score. Step 1: Seek Commitment

Setting up a Net Promoter Score system in your business is a process that goes well beyond simply asking the…

May 14, 2018 8:00 am

5 Tips for Customer Retention in the Contact Center

Marketing has invested significantly to bring your product to market and has engaged your customers. You want to make sure…

April 7, 2018 8:00 am

5 Tips for Customer Retention in the Contact Center. Tip 5: Honor the Customer’s Wishes

The last tip in our Best Practices series about Customer Retention in the Contact Center, Tip 5 discusses how to…

April 6, 2018 11:43 am

5 Tips for Customer Retention in the Contact Center. Tip 4: Offer Appeasements

Today's Best Practices blog on Customer Retention in the Contact Center explores how to offer appeasements in Tip 4, which…

April 5, 2018 2:23 pm

Operations Summit 2018 picked up the talk on AI, Chatbots

Operations Summit 2018 kept the conversation going April 3-5 on a host of topics of interest in contact centers and…

April 4, 2018 5:46 pm

5 Tips for Customer Retention in the Contact Center. Tip 3. Create the Opportunity to ‘Save a Customer’

Our Best Practices blog on customer retention in the contact center moves to Tip 3, Create the Opportunity to 'Save…

April 4, 2018 10:26 am

5 Tips for Customer Retention in the Contact Center. Tip 2: Design Transformational Experiences

Customer Retention can be facilitated in the contact center by designing transformational experiences. This is the focus of Tip 2,…

April 3, 2018 10:24 am

5 Tips for Customer Retention in the Contact Center. Tip 1: Be Proactive

Marketing has invested significantly to bring your product to market and has engaged your customers. You want to make sure…

April 2, 2018 8:00 am

5-Point Road Map to Tech-Support Ticketing Systems

Ticketing systems document, identify and categorize customer interactions by the nature of the call, giving the contact center client the…

March 17, 2018 8:00 am

Shoptalk 2018 Set Up in Las Vegas

Shoptalk 2018 ran from Sunday, March 18 through Wednesday, March 21 in Las Vegas. Organizers say they combined their U.S.…

March 16, 2018 4:43 pm

5-Point Road Map to Tech-Support Ticketing. Point 5: Organize

In this week's Best Practices series, we've been discussing tech-support ticketing systems. Today's blog on Point 5 focuses on the…

March 16, 2018 8:00 am