Proper forecasting and accurate scheduling are critical to the success of your contact center. But accurate scheduling, by design, doesn’t leave much room for error and puts most contact centers dangerously close to the edge in terms of being over-staffed or under-staffed. Given the random nature of the arrival of contacts, being ‘right-staffed’ can be a fleeting concept. More often than not, you will have too many or too little agents available to address current demand. Add in the normal daily...

Superstorm Sandy roared into our lives following more than a week’s worth of warnings. Warnings are great and give you time to prepare, cross your fingers, and fret about your contingency plans. But why fret about your contingency plans? You can be sure they work. And don’t you owe it to yourself to be confident? Think about it - If a key system component or an entire site fails, your contingency plans have to work. Period. Because if the plans fail, your entire solution may completely malfuncti...

A contact center often functions as the the face of a business, so it should provide customer service solutions that support and defend the company’s advertised brand promise. Call center evaluation solutions help companies assess and monitor the performance of call center technologies and ensure that they deliver seamless customer service, enhancing customer retention and the overall return on investment (ROI). IQ Services, a company that provides virtual evaluation services for contact centers...

Think about it - If a key system component or an entire site fails, your contingency plans have to work. Period! You can be sure they do work. And don’t you owe it to yourself to be confident? If your Disaster Recovery plan fails, your entire solution may completely malfunction, drop all current calls, shut down incoming calls & transactions across all your touchpoints, and paralyze customer contact altogether. Think of the impact on you & your company - upset customers, lost revenue, ul...