So it is contract employees vs regular employees. What is the best option?
Workforce Management Glossary
March 5, 2009 By 1 Comment
Workforce Management Glossary List of Terms Work load Calculator Key Average Handle Time Tracker Key List of Terms Occupancy (OCC) Percentage of time the agents spend handling calls (and after call work) compared with the total amount of time they are ready or available for calls to arrive. Calculate Occupancy by adding Total Talk [...]
Workforce Management
March 5, 2009 By Leave a Comment
By Bob Webb Workforce Management (WFM) is simply the process of balancing work to be completed with the resources available to complete that work. It is a critical component for call centers. Large call centers cannot operate efficiently without automated WFM software, while many small centers still calculate workload forecasting on a spreadsheet. However delivered, [...]
Call Center Software
March 5, 2009 By Leave a Comment
Your Tool of Choice in Customer Relations By Trevor Mulholland The call center represents your first line of communication with customers and potential customers. Whether you choose to outsource this service or to establish an in-company call center, this is one area in which quality is paramount and cannot be compromised. Clients’ questions and concerns [...]
Better Communication Skills for Technology Professionals
March 5, 2009 By Leave a Comment
Tom O’Dea Better communication skills; not a term usually associated with technology types. Perhaps you’ve heard the story about the man who asked the engineer what time it was, and the engineer told him how to build a watch? Exaggeration? Please Login or Register to read the rest of this content.
