Bartender for the Call Center Manager

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Sometimes I feel like I am a bartender or a hair stylist for Call Center and IT Managers. I ahve heard stories from these managers about their switch or WFM or service provider that I probably should not be hearing. I guess being a vendor with no horse in that race the manager feels it’s… Read more »

Reporting Types

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When it comes to real time reporting for the call center there are two categories of report types and they are: Status Reporting and Performance Reporting. At a glance these two types of reports look very similar, however, when examining them further there are subtle differences.  Knowing what these differences are and selecting the correct… Read more »