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Jim Dickey - Vice President and Managing Director, Business Intelligence and Simulation, Consulting Services
Articles by this author
The Two Hottest Buzzwords at Call Center Week: Omnichannel and Analytics
June 20, 2014
Attendees at IQPC’s Call Center Week conference explored a wide range of topics, from cloud contact center platforms to workforce management. But, there were two themes that clearly echoed...
Benchmarking Drives Operational Improvements to the Contact Center
January 16, 2014
Most people in the business community are familiar with the adage “You can’t manage what you don’t measure.” But, you also can’t make improvements to customer-facing...