Your contact center’s workforce management team carefully analyzes historical reports, factors in upcoming events and promotions that may impact call […]
Here’s a reality check. Today, Facebook has more than one billion active monthly users. Twitter boasts 500 million users and […]
The ability to adjust to ever-changing call volumes, call arrival patterns, and seasonality is key to meeting service level/ASA objectives. […]
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 […]
There’s no getting around it — the role of a workforce manager is tough. Whether it’s the daily tug-of-war between […]