When it comes to workforce management, operational planning is the key in ensuring your organization is on track to meet its short-term targets.
Is there something not quite right in your contact center, but you can’t quite pin down what? Call Design’s customized contact center courses can help.
Attrition among contact centre staff is an ongoing problem for managers, but what can you do about it? Here are a few ideas.
When your employees are engaged, your business is in a position to thrive – it’s as simple as that. Research shows us that organizations with high levels of engagement outperform companies with lower levels of engagement. How can managers ensure their agents are motivated at work?
Accountability is the backbone of quality customer service. When your contact center agents take ownership for their work, they provide higher quality interactions with their customer base. But how can leaders promote accountability within their organization. This article will give you some actionable tips.
Contact centers can’t treat Generation Z like their older counterparts. So what strategies can managers adopt for this tech-savvy generation?
Workforce management tools are vital to contact centers, but there’s little point investing in a WFM solution if your staff don’t know how to use it. Programs like Call Design’s Workforce Management Essentials course provide insight and additional knowledge.