ByDonna Lightfoot
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In recent years, the contact center industry has undergone a significant transformation, with remote work becoming increasingly prevalent. A recent Gallup survey found that 8 in 10 people are currently working remotely or in hybrid environments. While this shift offers numerous benefits, including greater flexibility and access to a wider talent pool, it also presents…
ByDonna Lightfoot
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In today’s digital age, the customer service landscape is rapidly evolving, driven by shifting customer preferences and expectations. More than ever, customers are turning to digital channels when interacting with businesses, prompting a fundamental change in how contact centers operate and engage with their audience. In this article, we explore the reasons behind the increasing…
ByDonna Lightfoot
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When I worked in contact centers, people would ask what I did for a living, and I would say Workforce Management. I was usually met with a blank look. I would explain that it means creating schedules, but it’s so much more. While workforce management on the whole can sound boring, high-tech, and at times…
ByDonna Lightfoot
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Maximizing workforce management efficiency through real-time data is an often-overlooked advantage for contact centers. With real-time information, you can make crucial intraday adjustments that improve your efficiency and your customer experience. There are several roles within the workforce management space, and each one is important in its own way. Making sure you fill these key…
ByDonna Lightfoot
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During my career in workforce management, call avoidance was always an issue — regardless of the location of the business, the nature of the business, or the location of the agent. Call avoidance, now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction. It can take time and…
ByDonna Lightfoot
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When it comes to call avoidance (or, more accurately these days, interaction avoidance), you usually know it when you see it. Unless you don’t. It’s easier than you think to misjudge an agent in an interaction, so I’ve assembled examples of interaction avoidance along with actions you should take when it occurs. We’ll also look…
ByDonna Lightfoot
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Call avoidance is a common issue in contact centers and must be dealt with to ensure a positive experience for your customers. But agents can quickly become frustrated and overwhelmed when dealing with irate customers and high contact volumes, leading them to avoid interactions. While the issue is not unusual, it’s easier to manage if…
ByDonna Lightfoot
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Try a quick web search, and you’ll find pages of content answering the question, “What is WFM?” But while many of the articles (and graphics and videos) provide some answers, they’re usually packed with industry jargon unfamiliar to most people. So, rather than help, all that information often leads to further confusion and misconceptions about…
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