Imagine your customer’s interaction with you as a story. It has a beginning—when your customer first contacts your company—and an ending—when […]
It’s hard to be in customer service. There are so many different – and conflicting – reports of what customers […]
In a recent interview, Steve Tatarian, Chief Sales Officer at The Scooter Store, shared how they improved customer engagement practices […]
Intradiem invited Donna Fluss, President of DMG Consulting and a leading contact center and back-office operations and technology expert, to […]
The new generation of contact center workforce management (WFM) solutions provides a great way for managers to balance staff optimization […]
In an ideal world, contact center workforce management (WFM) solutions would generate accurate forecasts and schedules to identify the exact […]