Founded in 2000, ContactBabel is the leading research and analysis firm for the contact centre industry. If you have a question about how the industry works, or where it’s heading, the chances are that we have the answer.
We help the biggest and most successful vendors develop their contact centre strategies and talk to the right prospects. We help contact centres compare themselves to their closest competitors and to understand the technological and operational changes that are affecting our industry.
In older versions of workforce management (WFM), once the forecasts and schedules were set based on historical data and expectation, the opportunity for change was extremely limited and restricted to moving agents between queues and tasks manually: more of an art than a science. Today, many WFM solutions support rapid changes driven by actual interaction […]
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