All of our worlds have been turned upside-down recently due to the novel Coronavirus pandemic. Like most businesses, you likely had to put a quick, emergency plan in place to get your contact center agents the technology and resources they needed to be able to successfully work from home. [...]

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 [...]