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Join date: Jan 13, 2023
Posts (11)

Dec 9, 2024 ∙ 4 min
The Service-Profit Chain: Unlocking Contact Center Potential Through Modern Workforce Management
In contact centers, every customer interaction is a moment of truth. Success hinges on more than just meeting service levels—it depends...
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Jun 18, 2024 ∙ 3 min
The Evolving Landscape of Forecasting in Contact Center Operations
Forecasting call volumes is critical to effective workforce management in contact centers. Traditionally, fixed algorithms have been the...
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Mar 14, 2024 ∙ 3 min
The Practicality of Complexity in Call Center Data Analysis
Call centers are the battlegrounds where customer satisfaction is won or lost, often in minutes. A critical factor in managing these...
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Ted Lango
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