Tag Archive for: Workforce Planning

AI for Small to Medium Businesses book cover

AI for Small to Medium Businesses

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AI for Small to Medium Businesses A Practical Guide to Solving Real Business Problems with AI Artificial Intelligence is everywhere. Every day there's another announcement, another chatbot, another promise that AI will…
AI for Small to Medium Businesses book cover

Preview ShoreTel ECC 5.1 Agent Tool Bar!

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ShoreTel has now release the Enterprise Contact Center 5.1 for Beta users.  We are just now playin with it, but it has quite a few hot new features and even a new "look and feel" as it relates to icons.    For those of you who have installed…
AI for Small to Medium Businesses book cover

Call Center Design

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It is very normal to start planning a call center around the concept of DNIS, Groups, Agents and Skills.  Experience has taught us, however, that call center design needs to start with a more important concept.  Call Centers are performance…

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