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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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Service Level Targets: One Size Does Not Fit All
To Coach or Not to Coach? That is the Question
Think Before You Fire: The Cost of Replacing IT Talent
Seven Tips for Keeping the Right Personnel
Happy Workers = Productive Workers
Get Support for the Staff You Need
Top 5 Staffing Models for Today's Contact Centers
Managing Your Reputation Online
Internal Quality Monitoring Prohibits Customer-Centricity
Meet "Generation SaaS"
A Master Financial Plan
In Science and Technology, Efforts to Lure Women Back
Age Before Beauty?
The H-1B Visa has Got to Go
How To Find A Great IT Job In A Bad Economy


Seven Out of 10 Workers Surveyed Say Recession Has Had Some Positive Career Impact
Although the downturn has proven tough for workers, those who are still employed say they're gaining more from the experience than just managing to keep their jobs. Seventy-seven percent of professionals interviewed in a survey by Accountemps cited at least one positive effect the recession has had on their jobs, including the ability to tackle new projects (53 percent), assume additional responsibility (52 percent) and take on more challenging work (52 percent). But according to most respondents, the extra work has yet to be formally rewarded: Only 12 percent said they have received promotions. Workers were asked, "What positive effects, if any, has the recession had on you and your job?" Their responses:

  • Taken on new projects - 53%
  • Gained more responsibility - 52%
  • Taken on more challenging work - 52%
  • Had more interactions with management - 44%
  • Had more interactions with clients or customers - 38%
  • Been promoted - 12%
  • 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%

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