Call Center Insight Center

Call Center Insight and Resources

  • Forecasting Workload

    Forecasting workload is a form of predictable analytics, we are using historical data to anticipate the future.

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  • Workforce Scheduling

    Workforce Scheduling Agent work schedules or shifts are generally allocated via an automated bid or preference process.

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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…

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  • Kano Questioning Approach

    The Kano methodology is a proven technique for determining customer requirements while dispelling popular organizational myths or biases around…

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  • Request for Proposal Process

    Procurement solicitations for the acquisition of technology, hosted solutions, or personnel or call center sourcing require a structured process…

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