Contact Center Workforce Optimization & Management

Written by George Simons on January 27, 2016

Achieving the best customer satisfaction while minimizing costs comes with having key data that helps you see and understand how to manage your workforce. Workforce optimization is about more than just collecting data—it’s also about understanding what the data means for your customers and your staff. Although software can give you the hard numbers, the

Recap of the Call Center Optimization Forum in Charlotte

Written by Greg Alcorn on April 21, 2011

If a genius and a moron had a conversation, which one would learn the most? There is an old proverb that starts by asking “if a genius and a moron had a conversation, which one would learn the most?” The answer – “the genius” because the genius is naturally and constantly curious, while the moron