It’s something every call center faces; the roller coaster of call volume, the seasonal ebb and flow that can create staffing chaos and dropped calls.  Try as we might to improve upon call projection models, there will always be a time when we run up against the restrictions imposed on us by the lack of Read more about Call Center Side Hustle[…]

We hear all the time that the contact center industry is a people based business, but which people are we talking about?   If we were to go back 30 years the same issues that were faced then are still present today, not much has changed.   The industry is still chasing the same metrics Read more about Contact Centers – Are They Really A People Business?[…]