Customers today are finding themselves needing to take an ‘interaction journey’ across multiple communication channels before their needs are met.

Contact centers are always on the look for new means and methodologies to improving their performance. 

Last month Gartner published its 2010 Magic Quadrant for Contact Center Workforce Optimization report. According to Gartner, the Magic Quadrant constitutes a qualitative analysis of the market and its participants. In the report Gartner evaluates the market’s main vendors according to two criteria: ‘completeness of vision’ and ‘ability to execute.’

As mentioned in my previous post, offering voluntary time off (VTO) is a win for staff, your company and the customer. You can get similar benefits from voluntary overtime (OT), too. If your center does not support real-time VTO and OT sign-up processes, and you are considering putting them into place, here are some tips to get you started.