Q&A

Our contact center uses skills-based routing, but what are some other methods for routing customer interactions?

February 4, 2015
Q&A

What is the difference between WFM and WFO?

December 3, 2014
Q&A

How is analytics-enabled QA different than traditional QA?

November 5, 2014
Q&A

What are visual IVR applications and why should they be considered as part of our customer self service portfolio?

October 14, 2014
Q&A

Could you explain what VDI is and why IT keeps telling us that we should implement this technology in our contact center?

September 11, 2014
Q&A

How can one best measure the performance of contact center quality assurance (QA) analysts? What key performance indicators (KPIs) should we measure them on?

August 13, 2014
Q&A

What are the requirements for building an effective financial analysis to obtain approval for a contact center technology investment?

January 14, 2014
Q&A

I’m working as a Manager of Training & Development at a contact center. I was wondering if you have any tips for new hire training and product-specific training to make it more interesting and less monotonous for the agents/trainees.

November 2, 2013
Q&A

We are looking into the possibility of moving our sales agents from set schedules to a flex- schedule environment. Do you have suggestions on the best way to approach this change?

October 15, 2013
Q&A

I am setting up a blended multi-channel outbound environment contact center. What features should I be looking for in an outbound dialing solution?

August 13, 2013
Q&A

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