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Gregory PetitBon - ContactCenterWorld.com Blog

Staffing Gap Coverage

Hi Folks,

I'm am sure that many of you have been in a situation where you have a service gap that you would like to fill with staff, but you don't have the budget to hire additional folks.  This is where creativity comes into play and you need to reach into your bag of tricks.  Overtime is always a quick fix, but sometimes that is not enough to fill the gap.  Adjusting agents shifts?  This can work depending on your hours of operations and call patterns.  Requesting assistance from other divisions can be a good short term solution if your partners have some capacity to assist.  ACD/IVR messaging can assist from a customer experience perspective.  Tools such as Virtual Hold are also very handy in these situations.

Share your ideas - I would love to see some of the tips/tricks that you have completed in your centers and I'm sure we can all benefit from the ideas being shared.

 

Regards,

Greg

Publish Date: August 6, 2014 2:57 PM


2014 Americas Conference

Made it home safe from the 2014 Americas conference.  When I attended this conference 3 years ago I was very impressed with what I was able to take away and how smoothly it ran.  Over this time Raj, Sharon, and team have continued to improve the event and have made each following conference progressively better.  Great additions to the online tools and app options!  My favorite new feature was the online workbook.  Not needing to take time to decipher my chicken scratched notes will make bringing best practices back to my business much easier.

great event Raj!  

May the (work)force be with you,

greg

Publish Date: June 22, 2014 3:18 AM

 2

VHT

Virtual Hold is getting a ton of love at the CCW conference.  Glad to see a tool that we just rolled out and are seeing great success with is an industry wide winner as well.

Publish Date: May 20, 2013 7:44 PM


CCW Confrence

Day 1 of the Best Practices conference is going great.  Pulling various ideas from different companies/people to make my call center a better place to work for our frontline staff and support functions.  Looking forward to the upcoming presenters!

Publish Date: May 20, 2013 7:41 PM


Customer Service Week

Customer service week is coming up in October and the BCBSRI call center is starting to plan some celebrations and activities... I'm very interested to see what others are doing to prepare for this event.  What type of contets, games, activities, and/or events have you all done ion the past?  Very interested to hear some stories about what has worked, ad what hasn't worked.  Please share some ideas.  I'll post some ideas that we are planning on putting in place for this years event after we complete our kick-off meeting today.  I look forward to seeing your responses!

Publish Date: July 27, 2012 2:32 PM

Industry Champion Award Leaderboard

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Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...
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