Author Archives: Tuhin

Call volumes forecasting: Creativity is vital towards effective staffing solutions in customer care industry

Posted on April 25, 2011 by Tuhin

In my last blog, I had talked about agent level dashboards (iDAT), and the vital role they play in the judgment about the 3 P’s (Presence, productivity and performance) of call center agents. Hence iDAT is an immensely useful tool … Continue reading →

Posted in BPO, Back Office Support | 9 Comments

Interactive Dashboard Accountability Tool (iDAT): A quick and effective tool to manage functioning of agents in the BPO industry

Posted on March 3, 2011 by Tuhin

The Customer Care industry has its footprints all over the world and scale of companies in this industry has a wide continuous range. Let’s consider an example of a call center where agents take incoming calls for a wireless carrier … Continue reading →

Posted in BPO, Back Office Support, Data Analysis | Tagged , , , | 154 Comments