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We discuss the relationship between adherence and forecasting in the contact centre, highlighting why it’s importa..
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Steve Owens at Odigo questions if it is time to retire average handling time? When customer services can be a differenti..
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In this article Dave Salisbury explores the role of Juran’s rule in the call centre. We have a problem, speaking p..
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Improving First Contact Resolution (FCR) is a great way to measure a problem from the customer’s perspective and to hi..
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Genesys have introduced a forecasting and scheduling service for workforce management (WFM) powered by Artificial Inte..
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More and more contact centres are implementing digital channels such as live chat, messaging apps and new social media n..
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