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Chuck Ciarlo
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Still Scheduling with Spreadsheets? Put WFM on Your Holiday List
Scheduling is a vital component in the success of every call center. And concrete, reliable data is vital to achieve accurate, consistent scheduling results. For decades, that data was gathered through spreadsheets, and would take hours to compile. Even the...

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Best of Workforce Management 2014
While different contact centers have different needs, it’s hard to imagine a call center that could not benefit from a workforce management (WFM) solution. Whatever the specific goals of your business – lowering costs, improving efficiency, better customer ...

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The Contact Center Cloud: 2015 and Beyond
At the dawn of the 21st century, many of us wondered where all of the technological breakthroughs promised to us in science fiction over the past 100 years would finally arrive. While we still await for many of them, the new century did bring a new paradigm...

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Contact Center Performance Webinar: You’re Invited!
You've probably heard how Monet's cloud-based WFO can help gain more insights and improve the performance of your contact center. But have you taken the time to see Monet’s Performance Management in action? Now is your chance: you are cordially invited to a...

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Contact Center Jobs are Coming Back Home
Contact Center Jobs are Coming Back Home. The trend of outsourcing contact center jobs that has been prevalent for more than a decade now seems to be reversing itself. Thousands of these jobs are coming back to the United States, for reasons that have as mu...

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Contact Centers in 2014: The Year in Review and Outlook for 2015
What changes did 2014 bring to the contact center? This past year, workforce optimization and the cloud based model were priorities at many contact centers, as most of the major trends were related in one way or another to how these capabilities are deliver...

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Metrics that Matter in your Contact Center
Do you know what metrics are most important for your contact center? While every business is different, these are the KPIs that are likely on your list: •    Average Handle Time •    Calls per Hour •    First Call Resolution •    Abandoned Calls •    Averag...

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Successful Contact Center = Successful Company
The challenge for any contact center is making every customer engagement, whether it is conducted by telephone, email or live chat, a successful one. Yes, it’s difficult, especially when some callers are in a bad mood even before the agent says hello. But w...

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Contact Center Cloud – What are you Waiting For?
With every new survey that comes out, it seems as if more and more companies are making the switch to a cloud-based technology. This is also consistent with what is happening in contact centers, from those with less than 50 agents to the enterprise with tho...

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Contact Center Staffing for the Holiday Season: Are you Ready?
The holiday season means good food, good friends and good will toward men. But at some contact centers, it also means a significant increase in the need for customer service support. And by the way, your customers are busier during this season as well, and ...
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