Posts in category Operations Management

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Skills-Based Routing: Can You Get the Gain Without the Pain?
Operations Management | Scheduling

Skills-Based Routing: Can You Get the Gain Without the Pain?

Chris Dealy 6 min read
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Why CSAT is more important than all other metrics combined
Operations Management

Why CSAT is more important than all other metrics combined

Graeme Gabriel 3 min read
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How to Reduce AHT and Maintain Customer Satisfaction
Operations Management

How to Reduce AHT and Maintain Customer Satisfaction

Charles Watson 4 min read
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Human Agents vs. Chatbots: How to Best Integrate the Skill Sets of Both in Your Contact Center
Operations Management

Human Agents vs. Chatbots: How to Best Integrate the Skill Sets of Both in Your Contact Center

Dhruv Mehta 6 min read
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Coronavirus: How to Deal with High Call Volumes at Your Contact Center
Operations Management

Coronavirus: How to Deal with High Call Volumes at Your Contact Center

Juliet Rizek 7 min read
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5 Main Tactics to Improve Contact Center Service Level (Part 2)
Operations Management

5 Main Tactics to Improve Contact Center Service Level (Part 2)

Lara Klinkenberg 6 min read
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5 Main Tactics to Improve Contact Center Service Level (Part 1)
Operations Management

5 Main Tactics to Improve Contact Center Service Level (Part 1)

Lara Klinkenberg 4 min read
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How to Set up a Service Level Agreement (SLA) for Your Contact Center
Operations Management

How to Set up a Service Level Agreement (SLA) for Your Contact Center

Charles Watson 9 min read
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5 Problems Contact Centers Face During the Holiday Season and How to Tackle Them
Operations Management

5 Problems Contact Centers Face During the Holiday Season and How to Tackle Them

Charles Watson 9 min read
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How to Take Advantage of Artificial Intelligence in Your Contact Center
Operations Management

How to Take Advantage of Artificial Intelligence in Your Contact Center

Charles Watson 8 min read
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The Secret to Improve the Handling of Customer Requests
Operations Management

The Secret to Improve the Handling of Customer Requests

Peter Massey 7 min read
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Contact Center Forecasting Fundamentals #1: How to Forecast Workload
Contact Center Forecasting Fundamentals #1: How to Forecast Workload
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How to Apply Erlang C in Call Center Planning with Excel
How to Apply Erlang C in Call Center Planning with Excel
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How to Set up a Service Level Agreement (SLA) for Your Contact Center
How to Set up a Service Level Agreement (SLA) for Your Contact Center
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How to Include Shrinkage in Your Planning Process
How to Include Shrinkage in Your Planning Process
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