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Workforce Management And Your People

If you are looking at a workforce management system for the first time I would advise you to start with the business and think about your people. Fundamentally when you deploy workforce management techniques and tools you are changing people’s working lives and that can be a very powerful thing. People are the final deliverer of the service to the customer and we want to stay painfully aware of some of the staff turnover problems that we’ve had in the contact center over time. So start with the people and really think through what it is that you want to change and what you want the business to be like after you have implemented the system, and don’t start with technologies and features. Think through the business issues first and then go through the technologies and features. - Julian Harper of Blue Pumpkin

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If you are looking at a quality monitoring/recording system for the first time you need to sit down with a team of people that will be using the system. You really need to understand from them what they need, how easy they need it to be, how user fri... Read More...
September 30, 2022
If you are testing solutions for the first time I would first look at the skills that you are testing for. Secondly, determine how flexible that solution is, and how it fits with your company’s needs. You also need to determine how easy it is to use,... Read More...
September 29, 2022
With regards to pre-employment testing you first need to determine what information you are trying to find out about perspective employees. Pre-employment testing covers a wide range of information that can be evaluated. Next, don’t assume that one t... Read More...
September 28, 2022
I would advise someone that works on the phone all day to find out a lot more about the company itself. I like to make sure that I understand the culture, and what the approach to that client is. Taking that into consideration I would most likely do ... Read More...
September 27, 2022
If someone were looking into implementing a selection system I would suggest that if they can answer a few questions in that process, then they will be better off in the long run. The question is what do they want to accomplish by that? Is it simply ... Read More...
September 26, 2022
If you are looking at using an external training company you first need to look if they have the experience of your industry. Do they speak your language and not their language? If we are talking about the tele-sales industry, then it is usually the ... Read More...
September 25, 2022
Simulations are not new. A lot of companies have simulation types of solutions. The key is making sure they represent real life examples, and duplicate that as closely as possible. The most important thing relative to getting a simulation, is keeping... Read More...
September 24, 2022
With regards to looking at a new location, you can look at risk mitigation. You need to evaluate whether you should have a global footprint versus going to one particular market and setting up one particular facility. In other words, do you want to h... Read More...
September 23, 2022
If you are looking at a workforce management system for the first time I would advise you to start with the business and think about your people. Fundamentally when you deploy workforce management techniques and tools you are changing people’s workin... Read More...
September 22, 2022
There are three key things that companies looking to set up a new call center operation needs. First, and most important they would need labour. Second, would be the suitability or availability of a suitable site. Last, would the availability of the ... Read More...
September 21, 2022
When looking at a new location, cost should not be the only driver. There are elements that are in the cost equation that include: human resources, telecoms and the facilities. I would also be concerned with the telecom’s infrastructure to ensure tha... Read More...
September 20, 2022
When looking to set-up an office in the UK, the most important thing to look at is staff availability. Costs are everything. You need to make sure that you have the right property, the right labour force and the right prices. - Graeme Dowd of Locate ... Read More...
September 19, 2022
The top considerations when choosing a new location are the people, the site and the infrastructure that you are going into. However, I would argue now that it has become more of a financial thing such as a return on an investment. Previously we were... Read More...
September 18, 2022
The number one question that I get asked regards to labour. The questions are regarding the skill sets, the education levels and available training in the area. After that, it really mashes out whether or not they are really interested in a location ... Read More...
September 17, 2022
If you are going out to buy a recording system for you center then your horizons are not broad enough. If you are looking to just record your agents then go to radio shack and buy a tape recorder. Every vendor can record and play back, what you reall... Read More...
September 16, 2022
I absolutely believe that it is essential to not only remain a player in your business, but it will become essential to remain competitive and to become one of the most effective competitors in your industry. You need to have a full functioning call ... Read More...
September 15, 2022
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