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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
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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...
Turning Call Data into Caller Data
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June 5, 2014
As we approach Call Center Week, we’re reminded of the dramatic changes in customers’ multichannel usage and behaviors in recent years that are posing interesting challenges – and...
Benchmarking Drives Operational Improvements to the Contact Center
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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...