Mother Nature doesn’t adhere to WFM planning processes, and can unleash nasty storms with little warning or time to prepare. […]
Balancing the need to reduce call center costs and keep customers happy is tough. However, Workforce Management (WFM) and contact […]
Last month I wrote about the importance of metrics. Metrics drive behavior. You probably know the famous Peter Drucker comment […]
When it comes to customer service, wait time is downright evil. It’s just ridiculous that we pay companies for their […]
Today’s contact center has the ability to capture a vast and invaluable amount of customer and performance-based data. Sounds awesome, […]
There are metrics generated by your switch or other reporting platforms that you do not want to put in a […]