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May19

Occupancy: Great Metric, Bad Agent Goal

Posted on 19 May 2010 by Troy Plott
Occupancy is one of those tried and true measures of how efficient a contact center is.  It essentially measures how “occupied” agents are with customer work and includes the time they spend on customer interactions and any after-contact work (ACW ...[Read More]
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May17

Those Who Forget History...

Posted on 17 May 2010 by Abi Chandra
“Those who cannot remember the past are condemned to repeat it.”  While this well-known quote by George Santayana stems in one of his writings from 1905, these wise words have been true since the beginning of human history.  The practical applic ...[Read More]
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May14

Motivating Contact Center Agents – Do Your Rewards Match Your Goals?

Posted on 14 May 2010 by Rachel Wentink
“On the Folly of Rewarding A While Hoping for B” was written by Steven Kerr in 1995 and published by The Academy of Management Executive. It is posted on the Internet under the rubric of business classic, although the topic is equally relevant in ...[Read More]
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May11

Selecting a Hosted Contact Center Solution

Posted on 11 May 2010 by Donna Fluss
Donna Fluss is the president of DMG Consulting and has authored this post as a guest blogger for the Interactive Intelligence Blog Crew. I am frequently asked about how to select a hosted contact center solution. I find the question interesting, ...[Read More]
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May07

Top 5 Reasons Web Apps are better than Desktop Apps

Posted on 07 May 2010 by Peter Nees
Top 5 Reasons Web Apps are better than Desktop Apps Last time I shared my thoughts on why Desktop Apps are better than Web Apps.  This time I’m talking about the advantages of Web Apps. Top 5 Reasons Web Apps are better than Desktop Apps Web Apps ...[Read More]
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May06

Video....who cares what the customer wants.

Posted on 06 May 2010 by Tom Fisher
About two weeks ago Abi Chandra one of our best engineers and also the star of the movie French Fries and Curry (available on Netflix now!) decided to do some video's of our white boarding sessions.  These sessions were designed to assist partners a ...[Read More]
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May06

The more things change, the more they stay the same

Posted on 06 May 2010 by Tim Passios
To be honest, I never really understood that phrase. I mean, really, how can something stay the same when it continues to change? I remember being in grade school and my 6th grade teacher told me that I had to write a paper on that very topic, &q ...[Read More]
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