Lanette Thurman

Call Center Project Manager

 

Lanette Thurman
Call Center Project Manager

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PureCloud Engage Quality Management

In my 25+ years in the call center environment, I’ve recognized one area that doesn’t get the attention it deserves - Quality Assurance. Those are the people who listen to the representative calls and provide timely feedback concerning the knowledge, customer service skills and tone of the call.

A Sneak Peek at ININ Pure Cloud Engage

Wow! After 20+ years in call center environments, I can’t believe how much the agent desktop has changed. When I first started in the call center industry, there really weren’t many choices. Most centers used a mainframe based desktop with short codes and quick keys to move from screen to screen. Some centers weren’t even that modern - everything was done on paper and on triplicate forms. My how the world and the agent desktop has changed.

3 Pillars of Workforce Management, Part 3

In this series “3 Pillars of Workforce Management”, I have discussed the importance of a Real - Time Analyst (the eyes and ears of the call centers) and the Forecaster (the person(s) that drives the goals of the call center). Now let’s complete this series and delve into the third and final pillar, the Reporting Specialist.

3 Pillars of Workforce Management, Part 2

In my last post "3 Pillars of Workforce Management, Part 1" I addressed the important role of the Real-Time Analyst. This person knows the trends of your call center like no one else and is literally the eyes and ears of your center.

Today, I want to focus on the Forecaster - your small group of trend setters and number crunching gurus. Let's start with looking at this group's critical contribution to the center and conclude with tools that can help your Forecasters be even more effective.

3 Pillars of Workforce Management, Part 1

In my 20+ years of experience in call centers, I’ve learned that Workforce Management is the true backbone of the center. Almost every aspect of what happens runs through the WFM staff – including agent staffing, training, budgets, PTO scheduling and more.

I see Workforce Management in 3 very distinctive yet inclusive parts of one another - the Real-Time Analyst, the Forecaster and the Reporting Specialists.

The 3 Pillars of Workforce Management, Part 1

In my 20+ years of experience in call centers, I’ve learned that Workforce Management is the true backbone of the center. Almost every aspect of what happens runs through the WFM staff – including agent staffing, training, budgets, PTO scheduling and more.

I see Workforce Management in 3 very distinctive but inclusive parts of one another - the Real-Time Analyst, the Forecaster and the Reporting Specialists.

Exceed Your 2015 Workforce Management Goals with these Interactive Intelligence Tools

By now most companies have either confirmed or are in the process of creating their budgets for the 2015 calendar year. For call centers, the Workforce Management team is a critical part of gathering and forecasting information to meet short-term and long-term goals.

Interaction Optimizer and Interaction Decisions are the perfect tools for your Workforce Management team to get your company meeting or even exceeding those call center goals.

4 Keys to Unlocking the Voice of the Customer in your Contact Center

Recently a co-worker was planning a camping trip with her family. Of course every successful camping trip involves S’mores. So while going shopping for all the items she needed, she ran across something that really caught her off guard -- S’more sized marshmallows!