How Long Are Customers Willing to Wait?
With much of the world on lockdown due to the current COVID-19 crisis, contact centers are grappling with both increased workloads and staffing challenges. One helpful framework — now and in more normal times — is to understand the factors that affect customer...
Real-time Management: Level 2 and Beyond
These extraordinary times have impacted our lives in unimaginable ways. They have also impacted customer service in ways we might have never thought possible. For those struggling to manage unexpected volumes of customer contacts, the following real-time management...
Contact Center Scheduling Can Be Creative and Collaborative
It’s a new year and a great time to reflect on challenges in your contact center. Chances are that if you’ve managed a contact center for any length of time, organizing schedules has been one of them. But there is good news. Scheduling is creative....