Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect...
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5 Secrets of Accurate Scheduling in a Multichannel Contact Center
Creating Mobile Services? Get the Contact Center Involved Early
Caution: Don’t View Contact Center Performance Measures in Isolation
Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost...
Read More >>>Leaders Need to Spend Time on the Frontline
The Edge of Service® Newsletter, Issue 11: A Multichannel World
The Edge of Service® Newsletter, Issue 11: A Multichannel World If you were to walk...
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