Three Cases for Intraday Staffing
The truth is, customers don’t care if you are understaffed. Disruptions or deviations from the day’s forecast will always occur. […]
The truth is, customers don’t care if you are understaffed. Disruptions or deviations from the day’s forecast will always occur. […]
As contact center environments have become more complex, strategic business leaders are looking for innovative ways to spend less and […]
Are your employees working hard, working smart, or both? In the last two months, I’ve written about employee effort and […]
The outsourcer’s role of handling a client’s customers for them is unique – and this relationship brings its own set […]
With most of the contact center executives I talk to, there is typically some confusion about the difference between intraday […]
About two weeks ago, I was in a contact center with 250 agents. This center is one of six large […]