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 […]
In the prior blog article, “Why All the Fuss Over Advanced Intraday Automation,” we outlined the problems addressed, what it […]
A growing list of enterprise contact centers like Citi, British Gas and Aetna are reaping the strategic benefits of advanced […]
Let’s pretend you’re the customer. Like most customers, you’re pretty savvy when it comes to figuring out answers on your […]
I had the pleasure of attending a Forefront event in Dallas this fall. Forefront is a growing community of contact […]