Consulting contact center workforce outsourcing Service level 
CSM Magazine
OCTOBER 15, 2018
Occupancy – it’s good to know how many of your resources are being used at any one time but it’s even better to keep some agents in ‘reserve’ to handle random contact arrival patterns and maintain service levels. Running a series of ‘what if’ scenarios helps to. Why be a hare when you can be the winning tortoise?
DMG Consulting
APRIL 5, 2017
Thank you for your interest in DMG Consulting’s publications. Consequently, they are ineffective at helping managers adhere to service levels, forcing them to have to reforecast and schedule manually, which is complex and time-consuming. This is a game changer for contact centers. Monthly DMG Newsletter.
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