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Vacation planning in Excel vs Teamlead: A journey from frustration to freedom
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...
🔮 What is forecasting in a customer contact center?
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...
📞 The comeback of the telephone channel. Why voice isn’t dead anytime soon
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...
The Art of Workforce Management in Call Centers: Balancing People and Performance
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...
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