Most contact center organizations no doubt believe they are customer-centric, and they do indeed try to back that claim up […]
The ability to adjust to ever-changing call volumes, call arrival patterns, and seasonality is key to meeting service level/ASA objectives. […]
Intradiem invited Donna Fluss, President of DMG Consulting and a leading contact center and back-office operations and technology expert, to […]
Note: The following blog post and its associated webinar are intended for call center outperformers only. This webinar may contain […]
Just because agents get through training doesn’t mean that training gets through to agents. Training in the contact center isn’t […]
The new generation of contact center workforce management (WFM) solutions provides a great way for managers to balance staff optimization […]