Kano Questioning Approach

The Kano questioning approach is a proven technique for determining customer requirements while dispelling popular organizational myths or biases around customer preferences. Each question has a functional version that asks how the customer feels if a service element...

Workforce Scheduling

Agent work schedules or shifts are generally allocated via an automated bid or preference process. Agents may change schedules by requesting a change through the automated channel or by swapping schedules with another agent comparably trained. The objective is of...

Intra Day Management

The Intra-Day Management organization monitors all contact activity and agent productivity, comparing forecasted workload to actual workload received and modifies any near-term forecasts based on unanticipated changes to workload volumes.      ...

Request for Proposal

The request for proposal process when trying to acquire technology, hosted solutions, or personnel or call center sourcing require a structured process that can be customized to the client’s preferences and requirements.   As with all well-executed...