Solving BPO Challenges with Intraday Automation
The outsourcer’s role of handling a client’s customers for them is unique – and this relationship brings its own set […]
11
Jun
2
Jun
Supercharging Your WFM with Intraday Automation
With most of the contact center executives I talk to, there is typically some confusion about the difference between intraday […]
24
Feb
Why the “Old” Way of Workforce Management isn’t Good Enough
Having been in this business over 40 years and in over 1,000 call centers in five continents, I’ve seen some […]
18
Dec
What Does Customer Service Wait Time Cost You?
When it comes to customer service, wait time is downright evil. It’s just ridiculous that we pay companies for their […]
22
Sep
Customer Experience. It’s the Number-One Priority Driving Contact Center Workforce Optimization
(This is a guest blog authored by Spence Mallder, SVP, GM Workforce Optimization, CTO of Aspect Software, originally published on […]
26
Aug
3 Must-Haves for Workforce Management Success
Workforce managers don’t have it easy. Not only are they responsible for accurately forecasting call requirements per half hour by […]