Bill Price is a longtime friend and industry colleague in the customer service space. Bill...
Read More >>>Monthly Archives: January 2023
Forecasting the Contact Center Workload
Everything to do with getting resources right in a contact center begins with forecasting, predicting what the workload will be. Workload is what leads to how many agents...
Read More >>>Will the Fundamentals Change?
The technologies powering today’s always-on world, along with fast-evolving customer expectations, are dramatically changing the nature of how products and services are provided and supported....
Read More >>>Stories from the Field: Improving the Service Process
Focusing on improvements at the process level is so powerful. I once did some work for a company that provides software packages for businesses, and I spent some time...
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