Tell us what you are working on and when you need it by.
The most recent things we have published, in case they are useful background.
AHT is the easiest contact center metric to move and the easiest to move the wrong way. What it measures, what it hides, and the three numbers to read beside it.
Trunk sizing is an Erlang calculation, not a headcount. How to work out the number, and why buying one channel per extension wastes most of what you pay for.
Both put people you do not employ on your work. The difference is who owns the outcome, and getting that wrong produces a contract neither side can deliver.
We empower your vision with innovative and effective strategies.
AI-powered assistant for services, careers & support
So we can assist you better
