The Secret to Right-sizing your Contact Center Staffing – Part III

“It’s one thing to know that the busiest interval by call volume is 10:30am on Monday, it’s another to know that the worst performing interval is going to be 5:00pm on Friday because the forecast predicts needing 30 agents and you have only 5 scheduled.” Patient calls to Contact Centers aren’t neatly and evenly spaced […]

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Part II – The Secret to Right-Sizing your Contact Center Staffing

It’s possible for organizations to come up with their own staffing formulas, just like it’s possible for anyone to drive an articulated truck, but there is a reason companies employ trained and qualified drivers to keep their fleets on the road and their products moving.” Patient calls to Contact Centers aren’t neatly and evenly spaced […]

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The Secret to Right-Sizing your Contact Center Staffing

“A Contact Center without proper WFM guidance is like driving across the country without so much as a road atlas.” Patient calls to Contact Centers aren’t neatly and evenly spaced apart, so how do you make intelligent, reasoned decisions about staffing, capacity, and efficiency, and deliver an excellent patient experience? In this series of blogs, […]

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Press Release: Ed Corr joins the RelateCare & Rigneydolphin Group as Head of Workforce Management

WATERFORD, IRELAND, September 22nd 2021 – Ed Corr has joined the RelateCare and Rigneydolphin Group as Head of Workforce Management (WFM) Manager. As Head of WFM, Ed will have responsibility for providing the strategic direction required to optimally staff our Contact Centre teams and lead our WFM & Reporting Team across all physical and remote […]

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