Contact Centre Home Working – Recruitment and Guidelines

One of a series of blogs about homeworking in our industry, this week we look at taking on new homeworkers and setting the ground rules. During 2020 many contact centres have hurriedly implemented homeworking for their agents, team managers and other staff. You may be new to realising the benefits of homeworking in your contact […]

What’s New in November 2020

Hi everyone ! There is something for everyone this month including Forecasters, Schedulers and Real Time Analysts ๐Ÿ‘๐Ÿป

Contact Centre Homeworking – The Agent’s Office at Home

Hi everyone! One of a series of blogs about homeworking in our industry, this week we look at what you can do to ensure your agents have a safe, comfortable and productive environment to work in at home. Watch the video, or read on ๐Ÿ˜Š It’s important to ensure your employees have the basics of […]

What’s New In October 2020

Hiya WFM friends Are you Forecasters, Real-Time Analysts or are you responsible for administrating Annual Leave? There are some new features for you

Scheduling for the Contact Centre

Hello WFM friends. Here areas some thoughts on what has been different so far this year in the life of a Scheduler, and how we can adapt to the new world and returning to “normal” I have a video version and a text version ๐Ÿ™‚ If you prefer to have a read, it’ll only take […]

Whatโ€™s New in September 2020

Hiya! There are some new features that I want to talk about today. You will see the new items ‘in action’ and understand how you can incorporate these new features into your busy WFM worlds! This month’s items are particularly useful for those of you responsible for adherence monitoring and adding absence to schedules.

What’s New in July 2020

Find out all about the new features available this month and learn how you can make use of these new features in your busy WFM lives! This month’s items are particularly useful for those of you responsible for Adherence Reporting.

What’s New in June 2020

Hiya everyone! See the new items ‘in action’ and understand how you can incorporate these new features into your busy WFM worlds! This month’s items are particularly useful for those of you responsible for maintaining user records and scheduling. Enjoy ๐Ÿ™‚

Calabrio Teleopti WFM – Whatโ€™s new in June 2020

Hello every one, here is my first video to guide you through some of the new features available this month. You will see the new items ‘in action’ and understand how you can incorporate these new features into your busy WFM worlds! This month’s items are particularly useful for those of you responsible for maintaining […]

Homeworking for Contact Centres

Many contact centres have hurriedly embraced homeworking in 2020 and now many are thinking about making a more permanent part of the business, in this video, I am reviewing areas of consideration including ergonomics of the office at home, recruitment and training, and of course WFM processes!