New technologies are not passive — they are changing customer expectations, causing reallocations of resources,...
Read More >>>Monthly Archives: February 2019
5 Secrets of Accurate Scheduling in Today’s Contact Center
The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process
Contact centers that consistently get the best results view the operation as a total process....
Read More >>>Establishing an Overall Objective for Quality Service
Is it a good idea to establish an overall measure of quality service? I believe so, but there are some cautions, and some traps to...
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