I recently attended a large conference for contact center professionals where the most common question I heard – after “Who […]
If you are in the call center business, you know a thing or two about turnover. There are many factors […]
In a previous blog post, I outlined the four basic steps to begin to implement a return on investment (ROI) […]
As a call center expert, researcher and academic a common question I receive (probably two or more times per week) […]
Strewn with such odd terms as Erlang C, rostered staff factor and trunk load, it’s no wonder that workforce management […]
Of all the metrics in a call center, First Call Resolution often has the biggest impact on customer satisfaction, yet […]