Are the right people in place at the right time to service your customers? Does your staff have the tools and time at their disposal to truly listen to and properly service their needs? Have you minimized distractions so that your employees can truly hear your customers? Blogger Phil Gerbyshak asks: “Are you listening to [...]
A new video has been published on Telrex’s web site featuring CallRex Workforce Management. The video, “Benefits of CallRex Workforce Management,” discusses how implementing a workforce management software solution can improve your business. Employee costs can make up to 75% of a contact center’s budget. Scheduling too many employees can cause you to go over [...]
In the past few weeks, there has been a lot of emphasis about preparing for the upcoming cold and flu season. Media outlets and the United States Government have stepped up communications about illness and the impact on businesses. In a preparedness guide for small businesses published by the U.S. Department of Homeland Security, businesses [...]
Telrex is pleased to announce the immediate availability of an integration between CallRex Workforce Management software and Fonality’s PBXtra Call Center solution. With the integration, CallRex is able to capture real-time call queue information, which is used to automatically forecast and schedule call center staff based upon a company’s service level goals. “With the release [...]
With Memorial Day just behind us, many companies are gearing up for the summer, working to shore-up staffing schedules while accommodating summer vacation requests and holiday scheduling. Schedules produced through spreadsheets and other applications can become complicated as time off requests pile up. Some workforce management software solutions offer relief for contact center scheduling, utilizing [...]
One of the features of CallRex Workforce Management software is the graphical agent roster. You can quickly spot surpluses and shortages within employee schedules throughout the day, allowing you to make informed staffing-level decisions quickly. With the click of your mouse, you can drag-and-drop changes to lunches, breaks, and other changes within your contact center [...]
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