May 7, 2017
Workforce Routing for Smarter Decisions
Workforce routing is an exciting new way to think about connecting the right agent at the right time with each interaction. What sets this approach apart is its focus on the future. Agents c ...
February 5, 2015
Contact Center Trends 2015
Interactive Intelligence recently hosted a webinar presenting the top trends for this year. Guest speaker Ian Jacobs from Forrester provided insight from a market research perspective while Sheila McGee-Smith (McGee-Smith Analytics) and Don Van Dorn (Vanguard) added their views during the ...
July 14, 2014
Behavioral Routing Insights
Webinar featuring the concept of behavioral routing and how it can improve both contact center operations and customer experience.
June 25, 2014
Riding the Rollercoaster: Handling Weekly, Daily and Intraday Forecasts
Once you have a handle on annual and monthly forecasting, the shorter term forecasting should feel comfortable. Where the longer term forecasting was about a broad stroke understanding, weekly-level forecasting is about minimizing the margin of error. This tactical forecasting requires mor ...
April 3, 2014
Avoiding Analysis Paralysis in Monthly Forecasting
Apply key concepts to annual and monthly contact center forecasting. There is both science and art to forecasting. Mastering both is essential to success.
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.
February 12, 2014
Contact Center Analysis: A Closer Look
Summary of three models typically used in contact centers for what-if analyses, plus tips on how to leverage each model.