Call Center Cost Reduction: Automation Outranks Alternatives

Balancing the need to keep costs low and keeping customers happy is tough. But, Workforce Management (WFM) and contact center operations typically turn to one of four options to meet these objectives. These include digital solutions, right placement, workforce management, and automation. Each option provides a different return on investment and execution risk. Question is, [...]

By |September 29th, 2017|Best Practices / Metrics, Innovation, Workforce Infrastructure|

A Flexible Scheduling Option to Improve Agent Satisfaction

Assurant’s average agent tenure is an astonishing three to five years, which is impressive for a call center environment. Nikki Gresham, Supervisor of Workforce Planning at Assurant Solutions shared how she keeps moral up by creatively balancing the agents’ needs with those of the company. “We want to meet those service levels, but we want to give [...]

By |April 25th, 2013|Best Practices / Metrics|