Kathleen Peterson

Time to Review the Role of Service Level.

The Art of Resource Planning in the Contact Center.

Two powerful changes we can make to support our frontline.

Time to explore the possibility of “good turnover” in your center.

It’s time to conduct an in-depth review of three WFH factors: benefits, trade-offs, and risks.

Contribution to Capacity (C2C) is worth trying to improve your center’s performance.

The five factors of Caller Tolerance. (Part 2 of 2)

Understanding, and responding to, the center’s driving forces. (Part 1 of 2)

Valuing contributions, small teams, true analytics, and effective hiring and training can make 2022 into a fine year for your contact center.

How to move from cost- and task-based to value- and
experienced-based operations.