In the midst of contact center change, these immutable laws never change
There are three immutable laws at work in contact centers that you must keep in mind. They’re always present. Understanding them will help you establish the right metrics, communicate important trade-offs and shape an organizational structure that works well....
No data? No problem! Forecasting new service
New products, marketing campaigns, support channels or accounts may not have much, or any, history you can use for forecasting new service. AI and self-service initiatives can change patterns that existed in the past. Even adjusting hours of operation can leave you...
Will AI cut contact center staff?
If you’ve been reading the headlines, you’ve seen plenty of predictions that AI will cut staff in contact centers—and overall in customer service. The logic seems simple: AI can handle customer interactions directly, so organizations won’t need as many people. Add to...
Contact Center Planning: From Chaos to Customer-Focus
When I think of contact center planning, this definition from the International Customer Management Institute, ICMI, is the first thing that comes to mind. Contact center management is the art of having the right number of properly skilled people and supporting...