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articles
Forecasting and Scheduling Automating Workforce Management: A Guide to Acquisition and Implementation The Benefits and Perils of Team Scheduling The Best Kept Secrets of Workforce Optimization: Making the Most of Your Staffing Resources to Improve Service and the Bottom Line The Math of Call Center Staffing Call Center Staffing in a Union Environment Evaluating Staff, Cost, and Service Tradeoffs Forecasting Fundamentals: The Art and Science of Predicting Call Center Workload Managing Daily Staffing and Service Scheduling Principles and Problems The Power of One in Call Center Staffing Understanding Agent Occupancy Unraveling the Mystery of Service Level Discrepancies
Management Strategies Are Remote Agents in Your Staffing Future? Blueprint for Call Center Success: Building an Effective Organizational Structure and Team Environment Is Your Call Center a Strategic Asset or a Victim? Lean & Mean: Cost Reductions Strategies for These Uncertain Economic Times Saving the Day! Developing a Disaster Recovery Plan for Your Contact Center A View from the Outside: Defining External Call Center Performance Metrics
Training and Development Call Center Certification – What Really Makes Sense? From Call Center Agent to Net Rep: Web-Enabling Your Front-Line Staff Fundamental Knowledge and Skills for Front-Line Reps and Supervisors: Is Your Training Program Covering the Essentials? How Do Your Call Center Supervisors Measure Up? Identifying the Gaps in Your Agent Training Program Yearning for E-Learning? The Pros and Cons of the Virtual Classroom for Your Call Center
Performance Management Calculating A Service Level Goal Improving Performance Through Customer Service Metrics Making Retention The Supervisor’s Job Ready, Set, Close Preparing Your Phone Reps for Selling Success Seven Techniques for Creating a Motivating Workplace A New Look at the Call Center “Top Twenty” 2/4/2006 - Performing a Customer Communications Check-Up
Tools and Technology The Impact of Third Party Routers on Workforce Management Systems Is Skill-Based Routing Right for Your Call Center? Managing the ACD Interface Sample RFP for ACD and CTI Sample RFP for Dialers Sample RFP for Quality Monitoring Sample RFP for Workflow Sample RFP for Workforce Management
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