Jim Lewis

Recent Posts

March 23, 2017 by Jim Lewis

Managing Call Center Staffing Through Phone Data

There are many reasons that staffing needs fluctuate for call centers. Some of those reasons might include predictable patterns such as seasonal demands or typical call flow, such as a doctor’s office receiving more calls in the morning. Other reasons are predictable, but are more [...]
Read More

IN ShoreTel Phone Data / Business Intelligence / Call Center Management / Call Center Staffing

February 16, 2017 by Jim Lewis

The Holy Grail of Contact Center Analytics

Contact center managers need easy access to analytics that help them make good decisions when it comes to staffing levels, employee productivity and understanding the customer experience. Many contact center call reports provide a limited summary of performance, requiring managers to run [...]
Read More

IN Data Analytics / Enterprise Contact Center / Contact Center Insights / Contact Center Analytics / Business Insights / Contact Center Manager / Business Intelligence / ECC / Business Analytics / Contact Center

May 18, 2010 by Jim Lewis

Inaugural Post

Many people know me from the last 11 years of my life as CEO of PlanIT Solutions. Being CEO at a successful IT solutions provider for that long means that I've gotten to know a lot of small and medium sized companies. Through that experience I've learned a lot about a wide variety of [...]
Read More

IN CEO / Data Visualization

1

Subscribe To Our Blog

Recent Posts

    Categories

    See all