In our industry there has been massive investment over the past 10-12 years by companies to improve their real-time planning…

“Adherence” is another term, like “Shrinkage” that is thrown around the contact centre industry a great deal. It is held…

QStory and Domestic & General win Supplier & Client Partnership category at the Forum Awards QStory is delighted to announce…

The contact centre industry is one full of measurement and reporting. One of the main phrases that tends to get…

Let’s get straight to a definition: “Intraday automation is how we make the best use of agents’ time in a…