Nov 28, 2022
Ever had 100,000 people waiting in line and angry? You know it is your fault? Have you ever made all your coworkers mad? Today Bob Furniss and I discuss Workforce Management.
- Why WFM deserves more empathy
- Why WFM is a lot of art and a lot science
- Wat makes WFM such a complex job
And much more ...
Contact Amas and...
Nov 14, 2022
Tune in to hear...
“There are lies, there are damn lies and there are metrics!”
If you can’t measure it, you can’t manage it” - Dr Demin
- Why are there so many damn metrics in a Contact Center
- Is chasing Average Handle Time effective?
- Does Average Rate of Answer really matter?
And so much more!
Contact...
Nov 7, 2022
Notable quotes
"I miss my old job some days it was less chaotic. I used to be an ER Nurse and I am now a call center supervisor in Manila”
"I am a manager, a leader, a therapist, a coach, an arbitrator, a time manager, a workforce manager, a teacher, a quality..."
I was the best agent - I am now probably the most...
Nov 4, 2022
Notable quotes
“Every word you say and write is recorded and judged.”
“I took phone calls for the first time in the 90s and in many contact center they are still using the same screens I did.”
“The dentist is still using a chisel”
“We have been hearing about the demise of the contact center agent for...