Workforce management in outbound call centres
Workforce management is difficult enough in an inbound call centre, but when you go outbound it can become a lot more complex. Simon Angove gives a few pointers. (more…)
Getting the best out of workforce management software
Call centre management would be so much easier if people had exactly the same working preferences and abilities, and took only pre-arranged time away from the business. But agents aren’t identical. In this article, Simon Angove looks at how technology - in the form of workforce management (WFM) - can help. (more…)
What to look for when buying - workforce management technology
Our regular technology column is dedicated to investigating what you should think about when buying a particular piece of technology. This month, we’ve asked three key vendors - EMAX Consulting, QPC and Witness Systems - for their advice on workforce management systems. (more…)
Technology enabled agent empowerment
Call centre performance can be improved by giving agents tools to improve their own performances claims Andy Sleath of Aspect Software. (more…)
