Collaboration | Teamwork | Project Management

Resource Management

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Top 10 Call Center Workforce Optimization Software

Managing call center operations is no easy task. With increasing workloads, they face workforce management challenges such as staffing, agent scheduling, and falling agent engagement. These issues can affect their ability to provide good customer support. Fortunately, call center workforce optimization software can help you streamline your customer support efforts by maximizing your call center agents’ skill sets and availability.

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Top 10 Workforce Optimization Software (Features, Pricing)

As a business owner, using workforce optimization (WFO) strategies can increase your company’s employee productivity and operational efficiency. And the easiest way to reap these benefits is by utilizing workforce optimization software. The software integrates data from various sources, such as your contact center, back-office, etc., into one unified solution. These data-driven insights allow you to make faster and more informed business decisions.

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What is Workforce Optimization & How Important Is It?

Companies constantly have to find ways to streamline their business processes to keep up with changing market demands. One way to do this is by implementing smart Workforce Optimization (WFO) strategies. These strategies help improve employee efficiency by analyzing existing data for quality management and performance management. For a call center or contact center, this results in better customer service, satisfaction, and loyalty.


How To Balance Team Workloads Before Resourcing Becomes A Problem

You just received the news that no manager wants to hear: One of your best employees is hitting the road. The reason? They’re burnt out. Unfortunately, it’s something that more and more leaders are becoming accustomed to hearing. One June 2021 study conducted by found that a whopping 95% of employees are thinking about quitting their jobs—and burnout was the most commonly cited reason for wanting to leave.


Why optimizing your resources is crucial to your agency's success

When you’re in an agency, you have limited resources to play with: limited time, limited money, and limited human power. No matter how great your best people are, they probably still have basic needs they need to take care of, like sleeping, eating, and watching Netflix. These types of limitations are a challenge for any business. But that challenge is amplified for agencies.


7 great resource management software picks for agencies

There's only one way to make sure a project pipeline exploding with tasks and deadlines can be handled successfully—and that’s with planning. That's why many successful project managers and agencies use resource management software to organize their workflows. These tools are designed for a specific purpose: to make sure your team has enough time to complete the tasks on their to-do lists.


5 effective resource allocation tips to keep your team on track

Resource allocation in project management is all about balance. The success of your project depends heavily on how well you distribute tasks to your team, stay within budget, and finish on time. A little too much focus in one area will tip the scale and leave you rushing to finish in another. Again, it comes down to balance. Any successful project manager can tell you exactly who is working on what, when each task is due, and how they're trending overall toward their original due dates.

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Free Call Center Break Policy Template for 2021

A call center break policy highlights guidelines related to the breaks agents take during their work period. It defines certain rules so that agents can get some rest without their breaks having a negative impact on their productivity and the overall customer experience. Here’s a call center break policy that you can customize and make a part of your employee handbook: (Note: A downloadable version of this call center policy is available at the bottom of the template.)

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What is a Split Shift and How Can You Implement It?

Being understaffed during rush hour and overstaffed during slower periods may be one of the biggest challenges a business faces. You must ensure that you schedule your employees so that there’s adequate staff during peak periods and that it doesn’t exceed your labor budget. So how do you reach this sweet spot? You can easily achieve this by having your employees work in a split shift.

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Top 10 Employee Scheduling Apps For 2021

Looking for an effective employee scheduling app? Creating and maintaining staff schedules is critical to boosting the overall performance of your organization. On the other hand, manual scheduling with Excel or using a clunky staff scheduling app can be time-consuming, which affects your productivity. So choosing the right software can make all the difference in making the process simpler.