The Impact of Increased Handle Times

n our third instalment in the WFM and New Normal series, we talk about the impacts of increased handle times. As a lot of contact centres have quickly had to adopt work from home strategies to maintain BAU status, there have been some things to be wary of, and increased AHT is one of them.


Effective Strategies for Managing a Contact Centre

Contact centres are the frontline of your customer service operation, which means that your contact centre must be operating at optimum capacity at all times. The management of your contact centre is an essential element to operating successfully and providing your customers with the very best customer service.


Making Your Contact Centre Work Better

Contact centre changes are never an easy venture, but it's crucial to embrace an opportunity for change. While the world is slowly returning to normal after a global pandemic, now is the time to identify how your contact centre can be improved.


Call Design - Increasing Agent Satisfaction with Better WFM Tools

Increasing Agent Satisfaction with Better WFM Tools

Aspect Software’s most recent Contact Centre agent survey listed agents’ top factors that drive their sense of engagement: Work/life balance came in 3rd, two spots above competitive wage, with flexible work schedule not far behind.


4 features to look for in your next workforce planning tool

If you're in the market for a new workforce planning tool, you need a suite that is future proofed, easy to access and use, and packs bang for buck.


Workforce Management as we know it is changing

As life becomes more complex, workforce management is changing. Discover three important truths about modern WFM.


How good software can help with your staff management needs

Looking for ways to improve your staff management? Great software can centralize your all-important company data, saving you time and keeping standards high.