Customer Satisfaction and Workforce Optimization

Using WFO to Achieve Competitive Advantage

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on 08-26-2009 09:44 AM

Why are workforce optimization tools important in a call center's goal of achieving competitive advantage? Learn more... Read more...

Transactional IVR Survey Delivery Best Practices

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on 08-11-2009 08:06 AM - last edited on 08-11-2009 08:07 AM

There are several ways to deliver IVR surveys after a customer/agent transaction. Learn the best practice and the downside to some of the alternatives. Read more...

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WFM - Introducing a New Scheduling Process, Part 5

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on 08-04-2009 07:30 AM

In this five part series, I am going to discuss how to introduce a new scheduling process to your contact center in the most painless way possible. Read more...

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WFM - Introducing a New Scheduling Process, Part 4

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on 07-31-2009 08:00 AM

In this five part series, I am going to discuss how to introduce a new scheduling process to your contact center in the most painless way possible. Read more...

WFM - Introducing a New Scheduling Process, Part 3

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on 07-22-2009 08:15 AM - last edited on 07-22-2009 08:16 AM

In this five part series, I am going to discuss how to introduce a new scheduling process to your contact center in the most painless way possible. Read more...

WFM - Introducing a New Scheduling Process, Part 2

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on 07-14-2009 11:30 AM

In this five part series, I am going to discuss how to introduce a new scheduling process to your contact center in the most painless way possible. Read more...

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WFM - Introducing a New Scheduling Process, Part 1

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on 07-06-2009 08:52 AM

In this five part series, I am going to discuss how to introduce a new scheduling process to your contact center in the most painless way possible. Read more...

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AHT versus FCR

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on 06-29-2009 08:18 AM - last edited on 06-29-2009 08:19 AM

Which metric is more important, First Call Resolution or Average Handle Time? This article says both are important! Read more...

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Is NetPromoter the Answer?

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on 06-09-2009 08:29 AM - last edited on 07-06-2009 08:53 AM

Is the hype about NetPromoter warranted? Is it really the only metric you need to measure to increase customer loyalty and satisfaction? This article discusses these points and more. Read more...