Workforce management (WFM) covers the activities involved in producing a productive, profitable workforce in the contact center. These activities include scheduling, forecasting, performance reviews, attendance records, timekeeping and day-to-day management. The final item sometimes proves difficult to manage. Call center volume and staffing needs change rapidly, often on a daily basis. But newer technologies like workforce […]

Customer-centric communications should be no-brainers, particularly with the tools and best practices available today. And yet, customers still complain about poor customer service, long hold times, and cumbersome technology. All they want to do is make a monthly payment on their phone bill or car lease. But they can’t. They get caught in a never-ending […]

Data analysis can help boost your call center’s productivity by measuring performance metrics and enabling you to track call center employees’ performance. TCN’s call center workforce management functionality has easy-to-use reporting tools can help you to optimize your workforce while providing targeted support.