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Our Industry is Transforming

By |September 11th, 2019|Blog, Intraday Management, Real Time Management, WFA|

When was the last time contact centre resource planning made a significant leap forward? As an industry we’ve been “tinkering” around the edges with the technology; improved forecasting, faster scheduling, new agent apps, move to the cloud.  But what has really changed for the organisation? Productivity, as measured by the amount of paid time an agent [...]

Don’t Believe The Hype! Let’s Talk Real Innovation.

By |April 30th, 2019|Blog, Contact Centres, Intraday Management, Real Time Management, WEM|

  3 things you can do today to make your contact centre fly Sometimes I think, in our industry we make up new catch-phrases and special terms just so we look like we are innovating to meet the desires of customers and to look after our contact centre agents. But sometimes, I think we are [...]