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Category Archive for: ‘Tip of the Week’

Check out the correlation between agent occupancy and workload in your center.

August 24 –   Have you ever wondered how your occupancy level can affect your workload in your center? Many of us have seen the results of high occupancy levels including higher turnover, increases in average handle time, and employee morale issues to name a few. A recent study of one center indicated a strong correlation between occupancy and average handle …

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Communicating for successful workforce management.

  August 3 –  At a recent workforce management conference in Sydney, Australia hosted by Call Design, Melissa Fairleigh of Allianz Australia presented a session entitled “Communication: The Key To Success.” This was a great session focused on how to help the workforce management team explore the ways we communicate with other groups in the organization. One of the key …

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