Real-time management is often viewed as a matter of responding to workload quantities. What’s often missed in these discussions is how to respond to the...Read More >>>
Monthly Archives: June 2020
In Customer Service Timing Is Critical
The right place at the right time. It’s a common phrase, but in customer service, it matters more than ever. Timing is critical. In customer...Read More >>>
Does Your Executive Team Understand Staffing Tradeoffs?
Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource...Read More >>>