Summer is approaching. Suitcases are slowly coming out of the closet, the first bottles of sunscreen are appearing in desk drawers, and colleagues start whispering mysteriously about “those three weeks in August.” In short: it’s vacation time. And with that comes the great vacation planning season. But how do you handle it? The traditional way, […]
Forecasting. Sounds like something only meteorologists do with clouds and wind. 🌤️But in a customer contact center, it’s just as important. Without a good forecast, you might as well throw a dart at a schedule and hope it lands on the right spot. 🎯 In this blog, we’ll explain what forecasting is, why it’s crucial […]
In a world full of bots, chats, and AI assistants, the good old phone call has suddenly become surprisingly valuable again. Voice is back—from never really having left. Remember the days when companies were scrapping the telephone channel en masse?“Everything goes digital!” they shouted. Self-service portals, chatbots, email-only support, and if all else failed: a […]
In a world where customer expectations are higher than ever – 24/7 availability, instant answers, and a flawless experience – Workforce Management (WFM) plays the starring role behind the scenes of every successful call center. But let’s first take a step back. What is Workforce Management, really? Workforce Management is the process of forecasting, planning, […]
