TASKE Technology

MAY 10, 2013

On a short-term basis, your contact center can experience fluctuations in overall performance. You may be able to predict these fluctuations, such as higher call volumes resulting from new marketing programs or product discounts. Although these types of fluctuations are expected to occur, you generally want overall performance to improve over time. When performance metrics remain steady over time, you may want to investigate why they have plateaued.

Metrics 52

Metrics Abandon Call Contact Center Wait times 52

Customer Interactions

MAY 8, 2013

'Over the last year, PSIM solutions have gained substantial traction, and industry analysts, such as Frost & Sullivan, are predicting exponential growth. As someone who runs educational PSIM workshops around the U.S., I’d like to think these sessions have enlightened those attending. But, they’ve equally enlightened me about the types of challenges that organizations face, and how PSIM can help.

Education 40

Education Banking Marketing Management 40

Brad Cleveland Blog

MAY 10, 2013

Call Center 20

Call Center Contact Center Management 20

Brad Cleveland Blog

MAY 10, 2013

Call Center 20

Call Center Contact Center Management 20

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