Contact Centre

A blog devoted to professional insights in the areas of Contact Centers, Planning, Service Excellence, and Improvements in Operations.

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Tips to Improve Quality Monitoring

Workforce Planning a few Fundamentals

1. Prepare at least three forecasts, not just one. It is imperative to be prepared for what may occur. In all of our forecasts, there...

Customer Retention - my top 3 points.

3 top ideas for customer retention.

Basic Insight into Resource Planning

Overview Focusing on how to best use people to achieve the essential helps organisations drive themselves forward in the modern world...

Shrinkage what is it?

"Shrinkage is the amount of paid time that an employee is not available to do productive work, such as answer phone calls or meet...

Inbound Service Level Trap

I have spoken to a few peers across the industry recently and I have noticed a few planners and forecasters have fallen into a little...