by Andrea Aymes | Dec 2, 2021 | Blog
Keeping agents productive yet available for the next call and thus meeting service levels is a balancing act that can be quantified and optimized through better occupancy management. Agents’ occupation: what it is and how it is measured. Occupancy is measured by...
by Andrea Aymes | Dec 1, 2021 | Blog
Planning the right amount of personnel, in the right place and time, with the necessary knowledge, a fundamental type of management in the Contact Center. Until a few years ago, contact centers using WorkForce Management solutions in their operations tended to be...
by Andrea Aymes | Dec 1, 2021 | Blog
Planificar la cantidad de personal adecuado, en el lugar y momento indicado, con el conocimiento necesario, un tipo de gestión fundamental en el Contact Center. Hasta hace algunos años, los centros de contacto en el mundo hispanoparlante usuarios de soluciones de...
by Andrea Aymes | Nov 1, 2021 | Blog
The Call Center has evolved. Today it is a space of perfectly organized and measurable operations. Is the Cloud Contact Center a fad or a trend? Excerpt from the presentation: Cloud Call Center: trend or fad, given by Antonio Palacios, CEO of TELNORM during the...
by Andrea Aymes | Oct 4, 2021 | Blog
If CX is the perception that consumers have of your organization, Customer Experience Management (CXM) is your strategy to control it. What is Customer Experience? Do you remember how you felt during the last purchase you made? That’s what customer experience is...
