Three Questions that Help Define Contact Center Workload
One of the tenants of running an effective contact center is that you forecast and manage the totality of the center’s workload. Even in organizations that do a good job of handling primary contact channels, we too often find subsets of work that are unexpected,...
The Edge of Service®, Issue 9: How "Waiting in Line" Is Changing
The Edge of Service® Newsletter, Issue 9: How “Waiting in Line” Is Changing If you care about delivering effective service—whether you head a multinational, direct a division, or are simply intent on meeting commitments as an individual—there are three...How to Improve the Accuracy of Your Schedules
