Survey Parameters
Read moreThis varies based on the firm and the purpose of the survey. The survey can target a random sample…
0Forecasting Workload
Read moreForecasting workload is a form of predictable analytics, we are using historical data to anticipate the future.
Workforce Scheduling
Read moreWorkforce Scheduling Agent work schedules or shifts are generally allocated via an automated bid or preference process.
Intra Day Management
Read moreThe Intra-Day Management organization monitors all contact activity and agent productivity, comparing forecasted workload to actual workload received and…
Kano Questioning Approach
Read moreThe Kano methodology is a proven technique for determining customer requirements while dispelling popular organizational myths or biases around…