15 Apr

The Contact Center of the Future: Integrated Real-time Coaching

Bob Fletcher

In our ongoing Contact Center of the Future blog series, we’ll like at some key trends and discuss insights that […]

23 Jul

Intraday Staffing: planning for the unexpected

Bob Fletcher

Power outages, surprise marketing campaigns, and even hurricanes…every call center experiences intraday anomalies like these that cause call volume to […]

25 Jun

Queue management, simplified.

Bob Fletcher

The word “queue” is the British word for “line” and a queue is any place where customers are waiting to […]