by queuelesscenter | Dec 5, 2012 | Uncategorized
Philadelphia is this week’s destination! I’ve joined the Wawa fan club during my visit. Here is a company that is working hard and doing things right. The analysts in the call center are empowered and passionate!
by queuelesscenter | Nov 15, 2012 | Workforce Management
I had the privelege of attending a portion of a Society of Workforce Planning Professionals regional meeting yesterday. (http://www.swpp.org/) There was a thoughtful discussion centered around getting contact center supervisors to better explain and enforce agent...
by queuelesscenter | Nov 12, 2012 | Workforce Management
Workforce management software will predict the volume and length of calls. The reality is that the forecasts will not be very good without someone challenging the results. Does this mean that the tools are bad? NO! It means that people who understand the business...
by queuelesscenter | Nov 3, 2012 | Uncategorized
The first Saturday of November is Book Lover’s Day. I am an avid reader. I’m always looking for recommendations (HINT, HINT, Please share!) and happy to share a few of my favorites. I read just about anything – fiction, non-fiction, science,...
by queuelesscenter | Oct 31, 2012 | Uncategorized
Time to put my consumer hat on… I recently ordered 6 books online from 3 companies. 5 of the 6 arrived within a week. After nearly 3 weeks, I contacted the lagging company, wondering where my last book was ($92 order – more than double the cost of the...
