As a call center manager, you’re constantly trying to strike a balance between scheduling enough agents to handle calls and keeping your staffing budget as tight as possible. To hit your call center KPIs (key performance indicators) reliably, getting this balance right is essential. However, you’re wasting time and money if you’re not using a proven forecasting method or still scheduling with spreadsheets (or pencil and paper).

Providing a superior customer experience is more important than ever for high-performing call centers. Customer-focused companies are 60% more profitable, and happy customers pay up to 10% more for great service. However, creating a better customer experience can be difficult when you lack the right tools. That’s why having a call center agent performance scorecard helps you efficiently measure your team’s work and take essential steps to improve.

It's challenging to hold the role of project manager. To lead and supervise teams during the project's planning, execution, resource budgeting, controlling, coordination, and delivery, project managers need a broad range of project management abilities.

Nishar’s quote perfectly sums up the diverse challenges of managing product development. Product managers must be able to think strategically, plan out tasks, and coordinate the execution of product initiatives. But let’s face it: Juggling user research, product planning, prototyping, and customer feedback can be overwhelming. That’s why having the right product management tools in your arsenal is essential.

Managing change, creating common vision, and reaching desired outcomes are the three most vital priorities for anyone responsible for leading teams. In many agencies, this includes project managers, product managers, or both. While the names and day-to-day tasks of project managers and product managers may be similar, it’s worth understanding the significant differences between the roles. At a basic level, it’s as simple as it sounds.

Smart budgeting is crucial for project success. So this month, we’re calling in data visualization to add another dimension to budget planning in Scoro. Our new project charts empower you to plan, track and analyze the budgeted hours even more proactively.

There are three main generations in the workforce today: millennials, Gen Xers, and Gen Zers. Each generation has a unique attitude that can impact team performance. If you want your business to thrive in today’s fast-paced world, it’s essential to understand how these different attitudes can work together. In this blog post, we’ll discuss the different attitudes of each generation and strategies for combining them in the workplace.

When late payments are the rule and not the exception, the stability of your agency is at risk. Find out how to maintain cash flow with our five tips for getting clients to pay on time, every time. A recent Chaser study finds that 87% of businesses report that their invoices get paid after the due date. If you don’t have a system for ensuring clients pay you on time, you’re limiting your growth and sacrificing almost half your revenue.

Long wait times, unhappy customers, disengaged agents, and high turnover: call center problems can have cascading effects that significantly impact your bottom line. Whether you manage a single call center or oversee several outsourced contact centers, finding the root cause or seeing the bigger picture isn’t always easy. In this article, we’ll cover 10 of the most common contact center issues and share actionable steps to resolve them.