analysis
How to Make the Most of Your Customer Feedback Data
October 14 by Gina ScanlonSVP of Marketing for Confirmit, Gary Schwartz, talks with CMIQ about customer feedback data, and how modern trends like social crm are changing the nature of what needs to be measured. Gary also giv...
Queuing Assumptions for Call Centers
February 10 by William Bleuel, PhDThere are some pretty strong assumptions that are made when the queuing formulas are used that should be clearly understood. This came to me as I was reading an article from the Wharton Financial In...
Call Center Myth Busters, A Trilogy: Part II: Measurement, Analysis and Management
April 27 by Tripp BabbittNot since the days of Charles Dickens have we seen the likes of call centers and the "command and control" style in which they are run. Call centers have become modern day sweat shops with management...