Submitted by Inova Solutions on Thu, 2016-07-14 12:27
If average speed of answer is one of your leading performance metrics, the idea of not attacking the queue may seem strange, even counterintuitive. But it makes more sense that you might expect.
Submitted by Inova Solutions on Wed, 2016-03-02 08:56
Here are three solutions for predicting and managing spikes in call volume.