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The management team is implementing a desktop analytics solution in our contact center. As a supervisor in the area, I am hearing a lot of negative “big-brother” type remarks from agents about desktop analytics. How can we better prepare the agents for this implementation and assuage their concerns?

The management team is implementing a desktop analytics solution in our contact center. As a supervisor in the area, I am hearing a lot of negative “big-brother” type remarks from agents about desktop analytics. How can we better prepare the agents for this implementation and assuage their concerns?

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What is the actual definition of shrinkage? How is shrinkage different than attrition? Is there any universal formula available to calculate shrinkage and attrition? If not, which is the easiest formula to use to calculate attrition and shrinkage?

What is the actual definition of shrinkage? How is shrinkage different than attrition? Is there any universal formula available to calculate shrinkage and attrition? If not, which is the easiest formula to use to calculate attrition and shrinkage?

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My call center is considering hiring work-at-home agents. Can you provide any sample work-at-home agent agreements that outline the accountabilities of the agent and the company? We want to make sure we have everything covered.

My call center is considering hiring work-at-home agents. Can you provide any sample work-at-home agent agreements that outline the accountabilities of the agent and the company? We want to make sure we have everything covered.

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Our call center is constantly expanding and we are always looking for more space. Is there a software solution that can be used for large call centers to help keep track of vacant workstations? I am looking for software that would allow me to see how many seats are vacant at a certain time and where they are located in the building.

Our call center is constantly expanding and we are always looking for more space. Is there a software solution that can be used for large call centers to help keep track of vacant workstations? I am looking for software that would allow me to see how many seats are vacant at a certain time and […]

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What is the best way to manage a constant flow of hiring and training in the call center? Our call center is on a continuous hiring cycle and our new hire training is five weeks long. How do we manage this and achieve the maximum benefit for both human resources (HR) and the call center?

What is the best way to manage a constant flow of hiring and training in the call center? Our call center is on a continuous hiring cycle and our new hire training is five weeks long. How do we manage this and achieve the maximum benefit for both human resources (HR) and the call center?

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