Sat.Oct 07, 2023

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Why we all don’t plan effectively. It’s not what you think it is!

Beyond Philosophy

For many of us, planning can be an area of opportunity. We underestimate how much time something will take and how much time we will have available for something, particularly regarding project completion. However, Daniel Kahneman and Amos Tversky explained why we do this, and we will tell you what we can do about it. Kahneman and Tversky call this phenomenon the Planning Fallacy.

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Automated Call Scoring and Agent Evaluation Software | MiaRec

MiaRec

"Did the agent say their name?", "Did they get consent for recording?", "Did the agent resolve the matter on the first call?" and many other questions are standard call scoring questions that contact center supervisors try to answer every day. With hundreds or even thousands of calls to get through, making call scoring for quality assurance as efficient as possible is key.