Real-Time Flexibility: The Key to Success in Contact Center Operations
In the rapidly evolving world of contact center operations, the concept of 'real-time' plays a pivotal role in ensuring efficient and...
Real-Time Flexibility: The Key to Success in Contact Center Operations
The Hidden Link Between Customer Mistreatment and Employee Attrition
Historical Impact of Technological Innovations on Customer Service
IVR to AI: Gleaning Insights from a Half-Century Journey in Customer Service Automation
The Evolution of Customer Interaction Mediums
The Impact of AI on Value Creation and the Role of Customer Service Representatives
Solving Agent Attrition
Leverage Simulation to Improve Capacity Planning
The High Cost of Employee Attrition in the Contact Center Industry
Mental Wellbeing and Agent Performance
Microbreaks Lower Stress
High Occupancy and Agent Burnout
AI in Workforce Management: Reimagining Roles, Not Replacing Them
Setting the Right Forecast Accuracy Target: How to Avoid the Pitfalls of Too Tight or Too Loose Goal
Forecast Accuracy and Volatility: A Comparative Analysis
Tomorrow's Workforce Management: More Important for Business Success