In the contact center industry, workforce management is both an art and a science – kind of like baseball. Statistics matter and so does the human ability to “read the play.” Collaboration between client and outsourcer (like an owner and team manager in Major League Baseball) is key to setting your team up for success. We explore the key milestones to creating the best strategy to produce a winning season for your customer service call center team in our latest infographic.
9 Winning Strategies for Scheduling and Managing the Contact Center Workforce [Infographic]
Sean Miller has 15 years of contact center experience as a leading workforce management professional. In his seven years with Blue Ocean, his remarkable gift for analysis and planning has been instrumental in helping build highly efficient, cost-effective contact center solutions for complex service scenarios. That talent also has served Sean well in his life as an athlete, coach, and passionate sports fan. We would say Sean’s greatest accomplishments of 2013 are reflected in the successes of our clients’ programs and our almost 20% growth. Sean would say his greatest accomplishment of 2013 was predicting a Red Sox win over the Cardinals in the World Series…before the season had even started.