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WFM Capacity Planning
A significant risk in contact center operations is not always making the wrong move; it’s delaying or making no...
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Evolving BPO Markets: Two Emerging Offshore Geos
Contact centers are a study in change and evolution. Many of the proven processes and cutting-edge technologies we deployed...
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AI in the Contact Center
After several years of “AI hype,” we are now starting to see true AI deployments and results in the...
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Futuristic CCaaS Projections
The future functionality and capabilities of CCaaS platforms will be largely driven by AI in the near-term. While some...
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Current CCaaS (Call Center as a Service) Trends in Call Centers
The CCaaS market is growing at a remarkable rate, given the number of legacy telephony platforms facing end-of-life and...
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CASE STUDY – Helping a National Health Care Servicer Refocus, Reduce Costs and Boost Productivity
How McIntosh & Associates and Mivation helped a national health care servicer refocus, reduce costs AND boost productivity. OVERVIEW...
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TIP SHEET – Outsourcing Your Contact Center: Vendor Metrics for Staffing Line Adherence
Many companies with outsourced contact centers struggle to find the optimal approach to hold vendors accountable for staffing to...
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TIP SHEET – Call Monitoring: Sample Size & Statistical Validity
Call centers are unique relative to their ability to generate and analyze large data lakes, both structured and unstructured. ...
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WORK AT HOME (WAH) TEAMS: Techniques for Enhancing Performance Results
If your firm has responded to the COVID-19 pandemic by expanding or implementing a work at home (WAH) program,...
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Scheduling and Productivity
Optimization of workforce schedules is a primary driver of productivity in the contact center. Best practices that enable flexible...
