Welcome to WFO Exchange, Fifth Quadrant’s workforce optimisation blog. The aim of the blog is to share information with you about workforce optimisation and its various different components. As I am out and about, meeting different Resource Planners around the region I thought you might like to know about some of the things other contact centres are doing. I’d also like to get your feedback on some of the questions that our readers might have so that WFO Exchange becomes a useful, interactive resource for all Resource Planners. I hope you enjoy it and that I hear from you soon. Ronene


Birthdays & Quality Assurance
Thursday, August 18, 2011

Happy birthday to me, happy birthday to me! Here at Fifth Quadrant it's birthdays galore at the moment with Catriona, Will and I all celebrating our birthdays within a week of each other. I am the youngest…(wishful thinking).

It's been a busy few weeks for us with the launch of our Quality Assurance Survey. If you are not responsible for Quality Assurance please pass it on to the people in your organisation who are as we’d love to hear from you

click here to take part in our survey

From the completed surveys we've received so far, we are seeing that the large majority (8 out 10) have Quality Assurance fully or partially implemented and the rest have plans to do so in the next 12 months.

Approximately 1/3 of respondents perform calibration once a quarter and 25% don't do it all. Interesting.

Other news this week is that we met up with some of team from Nice who were over from Singapore. Nice will be holding an Insight seminar on 18th October in Australia so if you are an IEX User or use their Quality Monitoring Solution make sure to put it in your diary. More details will follow soon.

Have a great week. I’m off to celebrate my birthday.

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