How to manage seasonal variations in a call centre
Workforce Optimisation

7 tips for managing seasonal variations

Managing seasonal variations and unexpected call volumes in a call centre can be a real headache – these 7 tips will help you manage peak periods with ease.

why multichannel agents are less productive in the call centre
CX Executive Tips

Why Channel Blending reduces productivity

In the push to omnichannel, we expect call centre agents to handle everything but channel blending is reducing agent productivity as Daniel Ord explains.