Category Archives: Videos
The Problem with Daily Averages (and the Solution)
Cutting Costs with Minimum Impact on Customers
Developing a Mobile Customer Access Strategy
How Long Will Your Customers Wait for Service?
Staffing for Mobile
5 Secrets of Accurate Scheduling in Today’s Contact Center
Celebrating 30 Years of Contact Centers
It’s a new year and a great time to reflect on how contact centers have changed over time. Here’s a short (four-minute) video I developed with the ICMI team...
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