STORIES-CASESTUDIES-WHITEPAPERS

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...

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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...

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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.      ...

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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...

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Forecasting workload

Forecasting workload is a form of predictable analytics, we are using historical data to anticipate the future.        Forecasts may vary in frequency based on operational requirements, but as a rule of thumb, the following schedule should enable...

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