by admin | Sep 27, 2016 | Case Study, Healthcare, Resources
Prior to the IEX TotalView implementation, the client did not utilize a formal WFM application for demand forecasting, agent scheduling, or real-time change management. The client’s objectives included improved forecasting accuracy, optimization of agent schedules and... 
by admin | Sep 27, 2016 | Case Study, Healthcare, Resources
Having grown through acquisitions and mergers, the company had multiple contact centers servicing similar types of callers with different processes and performance measures. Additionally, some of the centers were overstaffed while others were understaffed and customer... by Bill Pieper | Dec 12, 2013 | News
You’ve all heard it before: “Do More With Less.” In fact, you’ve probably heard it in the last few months during your organization’s 2014 budgeting process. For contact centers, “Doing More With Less” is an ambitious goal...