Workforce Management

The money you spend on your employees is likely to be one of the biggest overall expenses your business faces, so it’s important to get maximum return on investment out of those man hours. [...]

If you’re reading this, chances are you’ll be aware that the contact centre can be a very tough working environment indeed. As challenging and mercurial as it is marvellously enjoyable, contact [...]

Contact centre morale on a slippery, downward slope? When it comes to boosting contact centre morale, some companies just consistently miss the mark. But, with a few simple, cheap techniques, you [...]

Contact Centres Costs to Rise £2.9m/Year – But Workforce Management Can Help It was this time last year that Chancellor George Osbourne announced the introduction of the National Living Wage, as [...]

The financial sector is built around data processes to help manage bank details, customer information and to make sure money is placed in the correct account. It’s crucial for finance service [...]

One of the main challenges faced by anyone who runs or manages a call centre is ensuring that their staff are performing at the best at all times. There are a number of solutions on the market [...]

Workforce management software is a powerful tool when it comes to… well, managing your workforce. That sounds fairly basic, but it’s worth remembering that the name really does [...]

There are a lot of phrases thrown about in relation to improving the productivity of a contact centre, and many are quite self-explanatory. But when the terms are quite similar—such as is the [...]

Workforce Management is both a generic and specific term, and in general you can think of it as simply being about getting the best out of your call centre. But as a specific discipline, [...]

A typical call centre has one core purpose – to generate or protect income. It may be an outbound sales team or an inbound customer support department, but the call centre is there to [...]