Admittedly, I have not worked in a lot of different industries, but it is hard to imagine there are many…
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Managing the contact center for maximum effectiveness has taken on a whole new level of importance as today’s agents are…
Read More »Automation, from Dictionary.com: “The technique, method or system of operating or controlling a process by highly automatic means, as by…
Read More »Dick Bucci has a long history researching and reporting on contact center applications. As the founder and sole employee of…
Read More »Don’t let the words “small” or “medium” fool you. Competently running a small to medium-sized business (SMB) is a daunting…
Read More »WORKFORCE OPTIMIZATION (WFO) TECHNOLOGY CONTINUES TO ADVANCE. While tools such as workforce management (WFM) and quality monitoring (QM) have achieved…
Read More »Workforce optimization (WFO) technology can significantly impact the productivity and skills of employees, help agents diffuse difficult customer situations and…
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