Face Your Hang-ups

Companies offering workforce-management tools include Blue Pumpkin (www.bluepumpkin.com), Aspect (www.aspect.com) and Pipkins (www.pipkins.com).

Outsourcing

Should applying these suggestions be beyond your company’s current capacity, consider outsourcing overflow calls. Understand, however, that this option carries both pros and cons, according to Liz Kislik, president of call center consultancy Liz Kislik Associates.