Workforce Optimization: A Key Recipe for Legendary Customer Journeys

Share:

Creating a delicious treat in the kitchen is no easy task. For most of us “non-cooking” types, we prefer to use some baseline recipe to get us started. For example, a cake requires some key ingredients in order for it to look and taste like a cake. Flour, eggs, sugar, salt, baking powder…you get the […]

Read

Spring Forward Your Workforce Management Strategies

Share:

This past week at the Society of Workforce Planning Professionals (SWPP) Annual Conference in Nashville, TN, I spoke on the topic of Workforce Management (WFM). Many companies consistently struggle with having or supporting a WFM strategy, but it’s time for change. WFM is more than just forecasting and scheduling. It’s about ensuring that the right […]

Read

Take Your Workforce Management from Zero to Hero

Share:

With 60% – 70% of contact center costs associated with labor, companies consistently struggle with having or supporting an effective Workforce Management (WFM) strategy. Workforce Management is the foundation block for ensuring your contact center is efficient. WFM is more than just forecasting and scheduling. It’s about ensuring that the right people, with the right […]

Read

Quit Rolling the Dice with your Performance Metrics

Share:

Everyone likes the slot machine when they are winning, right? Or when the cards are falling in your favor, dice rolling on your lucky number… you get the point. I’ll be the first to admit, I love winning. It is like a burst of energy, an insurmountable feeling of excitement and joy. Until, you lose […]

Read
call center attrition retention

Three Ways to Improve Employee Retention and Turnover

Share:

Attrition is a challenge that most contact centers struggle to overcome. Take comfort in knowing that you are not alone. According to Chron.com, the average turnover rate for full-time call center employees in 2012 was 26% and 33% for part-time employees. With those numbers, it’s not surprising that retaining employees is a top priority.

Read

The Royalty in Customer Loyalty

Share:

“Thank you for being a loyal customer.” This is a phrase I've heard many times over the last few months. It makes me think about the companies in my personal portfolio and how I interact with those companies. Do they really appreciate my loyalty? Am I really a loyal customer? How much money have I spent for their service over the years? Was the price of their services really worth it? How did my most recent interaction with their company stack up against my expectations?

Read

Educations Free Webinar Series: Workforce Management Basics

Share:

Over the past few months, our Education Complimentary Webinars have been a great success! As 2012 comes to a close, some of you may be preparing for seasonal workload when call volumes change constantly. The odds of success in trying to guess how many seats you'll need to keep customers happy and still keep costs down are about the same as using a Magic 8 ball. Put an end to the guesswork with Workforce Management. Join us for our next webinar scheduled for November 29th, at 10:00 a.m. MST to see powerful WFM planning and analysis tools in action. You'll also receive how-to instruction on basic scheduling techniques for administrators and schedulers.

Webinar highlights include:

  • Workforce Management Fundamentals
  • The Workforce Management Cycle
  • inContact's Workforce Management Application
  • Workforce Scheduling and Forecasting

Participants and Customers can also take advantage of our end of year Education Promotional Offering.

Get the Training You Need — For a Fraction of the Price!
Need help with scripting? Want easy access to reporting and metrics? Let us help and get a 25% discount when you book before December 31, 2012.

inContact's Education Services team provides training and resources to empower your contact center and propel your success! If you are interested in discussing your team's unique challenges and customized training options with one of our experts, please call 888.826.0080.

Read

Free Education Webinar Series: Administration and Management Made Easy!

Share:

I would like to say thank you to our customers who are supporting our education webinar series. In our most recent event, we premiered our inCloud product offering, Percent Allocation Routing. Participants learned how this application makes allocating call volume easy.

Our next event is scheduled for September 27th at 10:00 am MDT. We will be covering Administration and Management Made Easy!

Participants will learn how to:

Read

Education’s Free Webinar Series: Outbound Skill Managment

Share:

We had fantastic participation on our last webinar on leveraging our Central Reporting Tools to Effectively Manage your Contact Center.  Participants learned how to create real-time dashboards and manage widgets, run and automate downloads through Data Download and how to use cURL functionality.  Ther are so many great new things in Central, and I love that it is all in one location.

Our next event is scheduled for August 23rd, at 10:00 am MDT. We have made some exciting changes to Outbound Skills Management (dialer). Come and see the new changes to this tool or, if you simply want to see how it works,  join us!

In this session, you’ll learn:

Read

Education’s Free Webinar Series – Part 2

Share:

I would like to take a moment to thank our Customer and Partners who joined our July Webinar on optimizing your Contact Center using Hours of Operations. Participants learned how to control contact center hours through centralized profile-based application. Highlights also included easy holiday management and partial working days.

Our next event is on August 9th, at 10:00 am MDT. We have made some exciting changes to centralize our reporting tools. Learn how to leverage these new reports to effectively manage your Contact Center.

You’ll learn how to:

Read