Do you want to better understand caller behavior? Set realistic performance objectives? Create accurate plans and schedules? Respond appropriately to real-time developments? While having a good ...

Since the early days of automatic call distributors 50 years ago, and for as long as the industry existed, call centers have been built around the queuing of calls. While there are many good reasons ...

Standard operating procedures, widely referred to as SOPs, give employees valuable information on how to conduct various tasks and procedures. In a call center setting, SOPs define everything from ...