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

The Intra-Day Management organization monitors all contact activity and agent productivity, comparing forecasted workload to actual workload received and…

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

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