14 results for tag: injixo
How Do I Control Absenteeism in My Contact Centre?
By Maggie Klenke. Maggie Klenke was a cofounder of The Call Center School and is now an independent consultant. Maggie has visited New Zealand to deliver training, and spoke to Great Outcomes clients at a luncheon. Maggie has great affection for NZ and owns a ranch in Tennessee as well as being a call centre guru! It seems that nearly every contact centre struggles to control absenteeism. No matter how accurate the planning is, when more people are missing than expected, the service suffers. Addressing this problem takes many forms and some solutions will work better in individual centers than others.
Step One - Identify the sources of absentee...
Introduction to injixo/The Call Center School’s eLearning Library
Nowadays contact centre training is commonly being completed through eLearning or web seminar more than in classroom training sessions. Each has its strengths and weaknesses, and so it is best to be thoroughly familiar with what is available and when you would choose each format. The training services provided by Great Outcomes can be delivered in all three formats so we are completely neutral on the subject. We want to do what is best for you, and what you most want!
Great Outcomes invites you on a complimentary 60 minute virtual tour of The Call Center School’s eLearning Library. Sound interesting? TCCS has an extensive ...
Forecasting Practices – Initial steps
Developing good forecasting practices for your workforce needs starts with understanding the steps in the process and building your capability. Those experienced in forecasting can quickly create a forecast for future weeks and incorporate this work into their regular work activities, however these practices need to be mastered individually by learning each step. You'll never optimise your staffing if you aren't forecasting your workload and staff requirements, so here's an outline to help you get started, broken down to a level that you shouldn't find complex to undertake.
The building of your capability in each of the steps will lead to you ...
Amway New Zealand signs injixo Workforce Management solution
24 April 2015, Auckland.
Amway New Zealand's Regional Contact Centre has chosen injixo the cloud-based global Workforce Management service for its WFM solution.
injixo is represented in New Zealand and Australia by Great Outcomes Ltd, and Director Giles Potter said; “injixo’s solution will create significant service and staffing efficiencies for Amway New Zealand, increasing productivity in the entire Regional Contact Centre operation”.
Simon Bennett, Senior Manager of Amway New Zealand said; “As Amway’s business has become more complex with multi-channel contacts and an increased need to make operational efficiencies, we required a ...