This blog is the third in a three-part series focused on forecasting in the contact center. The first installment discusses why forecasting is both an art and a science; the second provides a useful acronym to ensure more accurate forecasting.
Artificial Intelligence (AI) is the veritable reigning champion and current all-star industry buzzword. Most people interact with AI daily in some form or another.
A couple of years ago, my wife, two daughters, and I took to the high seas aboard a Disney Cruise along with Elsa, Mickey, and all the other who’s-who of Disney favorite characters.
This blog is the second in a three-part series focused on forecasting in the contact center. The first installment discusses why forecasting is both an art and a science.
The customer journey is easily one of the most important, yet most misunderstood, parts of doing business. One of the reasons for this is that the needs of customers can change.
For many years, contact centers have strived to enable agents to manage their own performance and own their learning and development. As work-from-home and hybrid work models become the new norm, the business case for agent empowerment has become more compelling.