Dealing with Black Swans in WFO

Currently, WFO combines quality and/or performance data with expected contact center workload, keeping contracted service level constant. What seems striking to me is that agents are assigned to future shifts based on their past performance. But how can you tell, whether the past performance will be matched the in upcoming period? Well, you can’t. It…

7 deadly sins of contact center team leaders

Team leaders play crucial part in any contact center. It is up to them to keep their teams balanced, satisfied and well performing. When an agent’s performance drops below standards it is probably because of something happening in their life that influences their results. However, if the whole teams’ indicators start heading the wrong direction…

Agent attrition costs much more than just money

Experts from the contact center industry agree that agent attrition is a pain that costs anything from thousands to millions of dollars per year based on the size of the contact center. In case of hard sales campaigns with predictably miserable ROI, the length of the agents’ life cycle within the contact center is usually…

AgentBalance at CCW Berlin 2015

The CCW Berlin has been great. Two most commonly asked questions and provided comments about AgentBalance have been: “Wow. Does it really work?” and “Can I get a demo? Please send it to me.” As a contact center system integrator or vendor – would you like to test yourself and even your team, see the…