In contact centers, every customer interaction is a moment of truth. Success hinges on more than just meeting service levels—it depends...

Forecasting call volumes is critical to effective workforce management in contact centers. Traditionally, fixed algorithms have been the...

Call centers are the battlegrounds where customer satisfaction is won or lost, often in minutes. A critical factor in managing these...

In the rapidly evolving world of contact center operations, the concept of 'real-time' plays a pivotal role in ensuring efficient and...