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Cross-Training Agents Results in More Flexible Call Center Scheduling
Migrating from a traditional call center to a multi-channel contact center presents another challenge: Call center managers must also be able to schedule agents based on their unique skill sets. It's no longer just a matter of scheduling the proper number of agents to handle phone calls -- managers must also be able to accurately schedule the correct number of agents to handle email and Web chat as well.

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Strong Leadership, Talent as Keys to Staying Ahead of the Competition
Employing good people is a company's best line of defense against the competition, a recent survey of chief financial officers (CFOs) suggests. More than half (55 percent) of executives interviewed said that having solid leadership and hiring outstanding talent are the best ways to protect against threats from rival firms. State-of-the-art technology is also viewed as a significant advantage, cited by 24 percent of respondents. The survey was developed by Robert Half Finance & Accounting. CFOs were asked, "Which one of the following will best protect companies from competitive threats in the next three years?" Their responses:

  • Strong company leadership – 28%
  • A focus on hiring the best people – 27%
  • Up-to-date technology – 24%
  • The ability to develop and implement new ideas quickly – 9%
  • Up-to-date competitive intelligence and market data - 6%
  • Other – 5%
  • Don't know/no answer – 1%
  • Strapped Companies Looking to Get More From HR Technology
    Watson Wyatt's 2009 HR Technology Trends Survey found that 61 percent of employers are taking steps to optimize their current service delivery models (which includes their mix of HR technologies, call centers and vendors). A third (33 percent) are reviewing and updating all vendor contracts, and only 27 percent are staying the course. Watson Wyatt's survey was conducted in February and March 2009 and includes responses from 181 large employers. When asked to rank the top three factors that would prevent changes being made to HR sourcing strategies, 43 percent of respondents cited transition costs as the most important, followed by the lack of a business case (31 percent) and avoiding disruption in current service (11 percent).

    The survey also found that companies are using a variety of Web 2.0 technologies such as social networking (23 percent), podcasts (19 percent), blogs (21 percent) or wikis (15 percent) to communicate internally with their employees. For these companies, the level of satisfaction is high -- approximately three in five (59 percent) are satisfied with their use of podcasts, half (49 percent) are satisfied with their social networking technologies, and two out of five (40 percent) are satisfied with their use of blogs and wikis.


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