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"Workforce Optimization: Panning for Gold"
by Paul Anderson - Author, Speaker and Futurist
written for Blue Pumpkin
Written by Paul Anderson, contact center industry analyst and author of the best-selling books "The Executive's Guide to Customer Relationship Management", "The Technology of Customer Contact" and "The Digital Call Center", this report will help you utilize workforce optimization tools and techniques, and learn how to:
- Identify, cultivate, and retain a new breed of "gold collar" agent population that is an intellectual resource and strategic corporate asset
- Develop clear strategies to communicate goals, objectives, and an actual understanding of performance measurements to garner support up and down the enterprise customer service organization.
- Segment contact center agents to better manage their skills training and motivate them to achieve higher levels of performance
- Apply new forms of performance measurements that empower the agents to take responsibility for their performance and productivity
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