Balancing the need to keep costs low and keeping customers happy is tough. But, Workforce Management (WFM) and contact center […]
A growing list of enterprise contact centers like Citi, British Gas and Aetna are reaping the strategic benefits of advanced […]
Here’s the story: A health insurance company came up with an innovation for their health savings accounts, allowing account holders […]
Metrics play an important role in every contact center. But when it comes to profitability, what are executives most concerned […]
I recently came across the following Chinese parable, and as I often do, wondered how this story might apply to […]
About two weeks ago, I was in a contact center with 250 agents. This center is one of six large […]