Mark AlpernAug 30, 20222 minCapacity planning and the impact of getting it wrongCapacity management is crucial for contact centers for optimizing resources to meet work volumes while minimizing operating costs.
Karen ElliottAug 18, 20221 minWhat Is an Acceptable Call Centre Waiting Time?It is the norm for call centres to have a goal of answering 80% of their calls in 20 seconds. Are there benefits to shortening or perhaps...