Count to 5 for perfect multi-channel forecasting

Keep it simple, that’s the message from Nick Brook of Teleopti when it comes to forecasting for multi-channel. Here are his top five tips. Customers expect service wherever and whenever they want it and in the channel of their choice – by phone, email, Chat, SMS and...

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Scheduling and Resource Management for Cruise Lines The challenges of managing large crews and keeping passengers safe in today’s cruise industry are complex. Lee Clarke recommends six focus areas that will improve customer service and business performance using...

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What agents want – the latest blog from Puzzel

According to Colin Hay at Puzzel, employee engagement matters just as much as customer experience and here he share 3 ways to keep agents happy. In the words of Sir Richard Branson, “employees come first. If you take care of your employees, they will take care of the...

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