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What kind of shift patterns can contact centres use?  How should they be planned? Keith Gait offers a few pointers...
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The creation of shift patterns to meet customer demand by every 15 minutes of the day is hard enough.  Add into that r..
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We share the results of our research into contact centre shift patterns. Little More Than a Third of Contact Centres Now..
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Flexible shift patterns are one of the more innovative ways of dealing with employee absence and attrition.  We ask..
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Aspect Software argues that effective channel shift is less about the technology and more about the people it affects. F..
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According to our poll, call arrival patterns are the greatest factor in affecting forecast accuracy. But, this is certai..
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When the pandemic forced retail brands to close all brick-and-mortar stores with just a few days’ notice, customer ser..
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Perhaps you find digital channels to be more cost-effective or you just want to know how to redirect call volumes during..
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Putting in place a strategy that encourages customers to make more use of digital channels is increasingly important. Ca..
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In the US, the term “outcomes-based” is typically used in reference to a shift in healthcare that reprioritises paym..
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The Contact Centre Podcast: Episode Six In this episode, Dr Nicola Millard of BT discusses the latest trends in customer..
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Agents find the option to swap shifts very useful, but for businesses, it can cause all sorts of trouble. Shift swaps ca..
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Holger Reisinger at Jabra explains leadership lessons for the shift to hybrid. Good leadership has always been a moving ..
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