Capacity Planning Needs An Overhaul: 5 Tips For A Turnaround

Capacity Planning Needs An Overhaul: 5 Tips For A Turnaround

Long-term capacity planning needs a serious overhaul, and the best strategy for a turnaround is a radical one. If your full-time employee count (FTE) is consistently under or over your annual capacity plan, you need Radically Operationalized Capacity Planning. While this approach may require entirely new thinking for some contact centers, its potential benefits are…

3 Ways Contact Centers Can Finish the Year Strong

3 Ways Contact Centers Can Finish the Year Strong

It’s July, which means it’s half time of 2022. With two quarters down and two quarters to go, I think it’s safe to say that at some point this year, we’ve all felt uncertain about something, given the many challenges this past year has provided. At the start of the year, most contact center leaders…

5 Ways Contact Center Capacity Planning Needs to Change in 2022

5 Ways Contact Center Capacity Planning Needs to Change in 2022

If the last 24 months have taught us anything, it’s that long-term capacity planning is in dire need of an overhaul. Our world is dynamic. Business is dynamic. And hiring is dynamic.  In the dynamic world of customer support and service, capacity planning, or the process of long-term forecasting and planning for staffing needs, can’t…

Uncover New Customer Insights with Customer AI

Uncover New Customer Insights with Customer AI

Across business functions, the contact center has undergone more dramatic change than most during the past two years. Customers have flocked to service and support channels for all sorts of reasons, and the pandemic has only exacerbated fluctuations in volume, the need for accurate forecasting, and the competition for highly qualified agents. The macrotrends of…

3 Action Steps for Successfully Implementing Cross-Selling and Upselling

3 Action Steps for Successfully Implementing Cross-Selling and Upselling

Are your customer service representatives (CSRs) cross-selling and upselling relevant products and services to your customers? If they aren’t, you’re missing out on a great opportunity to offer a better customer experience and generate extra revenue. As more contact centers explore implementing cross-selling and upselling, they’re finding very little information on how to do it…