As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. Mobile and social impact staffing resources, and different types of interactions each require a specific approach to resource planning. The...
If your organization is seeing call center workload patterns that are somewhat different than in similar historical months and years, you’re not alone. And the reasons – the economy, changes in customer behavior, etc. – are certainly no mystery. Unfortunately, many...
