It’s hard to image that the real-time demand pressures faced by contact center managers will increase in the future.  Yet that’s exactly where three coming trends are pointing.  This white paper from Jay Minnucci of Service Agility explores how these trends will make advanced planning more difficult and less accurate, and place more stress on our ability to swiftly assess and address what’s happening in real-time in your contact center. Jay discusses tiered channeling, short burst communication, and the transient workforce and how to prepare for and manage these coming trends.

 

Please register to download this contact center trends white paper.