For many readers, the process of getting historical data from your automatic call distribution (ACD) reporting platform into your workforce management (WFM) system will be a mystery. Here’s a bit of a catch up before we get to the good stuff...
Posts by Craig Hunter
Craig Hunter is Director at Grey Space, an AVAYA contact centre specialist with years of practical experience. Focusing on business and technology goals, Grey Space provides design, implementation, consultancy, and training services. Craig has had a long and successful career in contact centres working for organisations like, Webhelp, Dell and Teleperformance. Follow Craig on LinkedIn or Twitter.