By: Lanette Thurman On: January 26, 2017 In: Contact Center Comments: 0
By: Lanette Thurman On: June 24, 2016 In: Interactive Intelligence, Pure Cloud Comments: 0

In my 25+ years in the call center environment, I’ve recognized one area that doesn’t get the attention it deserves – Quality Assurance. Those are the people who listen to the representative calls and provide timely feedback concerning the knowledge, customer service skills and tone of the call. Call center […]

Read more
By: Lanette Thurman On: February 12, 2016 In: Interactive Intelligence, Pure Cloud Comments: 0
By: Lanette Thurman On: May 14, 2015 In: Interactive Intelligence Comments: 0
By: Lanette Thurman On: April 02, 2015 In: Interactive Intelligence Comments: 0

In my last post “3 Pillars of Workforce Management, Part 1” I addressed the important role of the Real-Time Analyst. This person knows the trends of your call center like no one else and is literally the eyes and ears of your center. Today, I want to focus on the Forecaster […]

Read more
By: Lanette Thurman On: March 17, 2015 In: Interactive Intelligence Comments: 0

In my 20+ years of experience in call centers, I’ve learned that Workforce Management is the true backbone of the center. Almost every aspect of what happens runs through the WFM staff – including agent staffing, training, budgets, PTO scheduling and more. I see Workforce Management in 3 very distinctive yet […]

Read more
By: Lanette Thurman On: November 24, 2014 In: Interactive Intelligence Comments: 0
By: Lanette Thurman On: August 12, 2014 In: Contact Center Comments: 0

Recently a co-worker was planning a camping trip with her family. Of course every successful camping trip involves S’mores. So while going shopping for all the items she needed, she ran across something that really caught her off guard — S’more sized marshmallows! Although we laughed about this, it made […]

Read more