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NEWS - Call Center Insights

The latest industry insights & news from CCSI, Specialists in Establishing Contact Centers in Mexico for Debt Collection, Customer Service, Sales, BPO and more.

call center needs and the benefits
Workforce Management for Multi-Channel Centers

Workforce Management for Multi-Channel Centers

A big headache that I have come across in forecasting for a multi-channel center is the absence of any meaningful history for the non-phone contacts and back office activity.