March 27, 2014
Customer Experience in the New Healthcare Arena
How healthcare insurers organize and manage their contact centers may make the difference in customer satisfaction and retention.
March 20, 2014
Know Thy Workload
Forecasting is the hallmark of workforce management practice. It is the practice of understanding what tasks need to be done tomorrow, next week, next year.
March 8, 2014
Four ‘Must Have’ Utility Contact Center Enhancements
Here are four key changes that can help ensure that customer expectations are met in the most cost efficient manner.
March 5, 2014
Using Your Contact Center Routing Technology to Automate Back Office Workflow
The contact center is well known for its call routing. Managing queues to optimize agent efficiency and customer satisfaction is an essential best practice. It relies on state-of-the-art technology. To put it in perspective, think about a call center with 500 agents. The center could easil ...