by Andrea Aymes | Dec 2, 2021 | Blog
Keeping agents productive yet available for the next call and thus meeting service levels is a balancing act that can be quantified and optimized through better occupancy management. Agents’ occupation: what it is and how it is measured. Occupancy is measured by...
by Andrea Aymes | Dec 1, 2021 | Blog
Planning the right amount of personnel, in the right place and time, with the necessary knowledge, a fundamental type of management in the Contact Center. Until a few years ago, contact centers using WorkForce Management solutions in their operations tended to be...
by Andrea Aymes | Aug 16, 2021 | Blog
A company can direct its efforts to achieve all its objectives by implementing this strategy that will increase performance. As a CEO or manager, you face the challenges of budget management, resource management, prioritization, and decision-making. In your daily...
by Andrea Aymes | Aug 16, 2021 | Blog
How to build administrative organizations based on performance, providing a better customer experience at a lower cost. Aligning people around common metrics and goals, as well as driving consistent employee actions, are critical components of a performance culture....
by Andrea Aymes | Aug 16, 2021 | Blog
Performance Management (PM) is the only effective way to direct the work of a business towards achieving each of the objectives, appropriately taking advantage of the company’s resources. New business formulas and an aggressive level of competitiveness require...
