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...

Introduction In the complex landscape of Workforce Management, understanding the factors that contribute to employee turnover is more...

Era of Technological Enlightenment Technology has consistently been the driving force behind human progress. Cast an eye back to the late...

While it is difficult to pinpoint an exact date for the birth of Interactive Voice Response (IVR) systems, I'll recognize IVRs as turning...

The Analog-Digital Shift: Before 2000, you were likely irrelevant if you weren't discussing grievances or sharing tales of loyalty in...

In an era where artificial intelligence (AI) is rapidly reshaping industries, how will the essence of human interaction in customer...

Agent burnout is a significant issue that affects various industries, including contact centers. Burnout is characterized by emotional...

Monte Carlo simulation is a powerful tool that can be leveraged to improve forecast outcomes and enhance capacity planning for contact...

Introduction: Employee attrition continues to be a significant challenge for the contact center industry, resulting in substantial costs...

Mental health has a significant impact on overall agent performance in contact centers. Several studies have highlighted the relationship...

Microbreaks have been found to be effective in lowering stress levels in various work settings, including call center jobs. Research has...

High occupancy in contact centers can have detrimental effects on call center agent burnout. Call center careers are often characterized...

With the advent of advanced technologies and the increasing prevalence of AI in nearly every sector, the workflow of businesses worldwide...

Setting the proper forecast accuracy target is a pivotal task in any business that aims for optimum productivity and cost-effectiveness....

In contemporary business practices, understanding the future is critical. One area where predicting the future holds significant...

Workforce Management will be more important than ever as new technologies dramatically change the business landscape.