by queuelesscenter | Oct 31, 2012 | Uncategorized
Time to put my consumer hat on… I recently ordered 6 books online from 3 companies. 5 of the 6 arrived within a week. After nearly 3 weeks, I contacted the lagging company, wondering where my last book was ($92 order – more than double the cost of the...
by queuelesscenter | Oct 28, 2012 | Uncategorized
Queueless??? Really? The reality is that queues are a part of life in the contact center. That is WHY ACDs were created. The challenge is getting our organizations to make sound decisions about service level and response time objectives that support building...
by queuelesscenter | Oct 28, 2012 | Uncategorized
My most recent business travel was to Penang, Malaysia. Gorgeous place – wonderful center. I love my clients! Workforce management continues to be a hot button for organizations. If we cannot get our forecast right – we do not get the right level of...
