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...
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Ted Lango
- Oct 30
- 2 min
The Hidden Link Between Customer Mistreatment and Employee Attrition
Introduction In the complex landscape of Workforce Management, understanding the factors that contribute to employee turnover is more...
18 views
Ted Lango
- Oct 26
- 2 min
Historical Impact of Technological Innovations on Customer Service
Era of Technological Enlightenment Technology has consistently been the driving force behind human progress. Cast an eye back to the late...
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Ted Lango
- Oct 20
- 4 min
IVR to AI: Gleaning Insights from a Half-Century Journey in Customer Service Automation
While it is difficult to pinpoint an exact date for the birth of Interactive Voice Response (IVR) systems, I'll recognize IVRs as turning...
14 views
Ted Lango
- Oct 18
- 1 min
The Evolution of Customer Interaction Mediums
The Analog-Digital Shift: Before 2000, you were likely irrelevant if you weren't discussing grievances or sharing tales of loyalty in...
6 views
Ted Lango
- Oct 10
- 8 min
The Impact of AI on Value Creation and the Role of Customer Service Representatives
In an era where artificial intelligence (AI) is rapidly reshaping industries, how will the essence of human interaction in customer...
35 views
Ted Lango
- Oct 3
- 2 min
Solving Agent Attrition
Agent burnout is a significant issue that affects various industries, including contact centers. Burnout is characterized by emotional...
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Ted Lango
- Sep 24
- 3 min
Leverage Simulation to Improve Capacity Planning
Monte Carlo simulation is a powerful tool that can be leveraged to improve forecast outcomes and enhance capacity planning for contact...
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Babbage
- Sep 21
- 2 min
The High Cost of Employee Attrition in the Contact Center Industry
Introduction: Employee attrition continues to be a significant challenge for the contact center industry, resulting in substantial costs...
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Babbage
- Sep 21
- 2 min
Mental Wellbeing and Agent Performance
Mental health has a significant impact on overall agent performance in contact centers. Several studies have highlighted the relationship...
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Babbage
- Sep 21
- 2 min
Microbreaks Lower Stress
Microbreaks have been found to be effective in lowering stress levels in various work settings, including call center jobs. Research has...
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Babbage
- Sep 21
- 2 min
High Occupancy and Agent Burnout
High occupancy in contact centers can have detrimental effects on call center agent burnout. Call center careers are often characterized...
13 views
Babbage
- Jul 26
- 2 min
AI in Workforce Management: Reimagining Roles, Not Replacing Them
With the advent of advanced technologies and the increasing prevalence of AI in nearly every sector, the workflow of businesses worldwide...
13 views
Babbage
- Jul 26
- 2 min
Setting the Right Forecast Accuracy Target: How to Avoid the Pitfalls of Too Tight or Too Loose Goal
Setting the proper forecast accuracy target is a pivotal task in any business that aims for optimum productivity and cost-effectiveness....
17 views
Babbage
- Jul 26
- 2 min
Forecast Accuracy and Volatility: A Comparative Analysis
In contemporary business practices, understanding the future is critical. One area where predicting the future holds significant...
15 views
Babbage
- Jul 26
- 3 min
Tomorrow's Workforce Management: More Important for Business Success
Workforce Management will be more important than ever as new technologies dramatically change the business landscape.
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