Still considering whether to add a workforce management solution to your contact center? There are many reasons doing so is
Abandon: (verb): To leave completely and finally; forsake utterly; desert: Sounds pretty grim, doesn’t it? “Abandon Rate” is one of
The script your agents use serves a multitude of purposes. It provides a guide for how to best interact with
Yes, every year we do a blog on this. Because every year, many contact centers rely on increased holiday business
The workforce management market for contact centers continues to grow, as more businesses discover the many advantages in efficiency and
Wrapping Up Dreamforce 2018 Commitment to Customer Experience Tops Priority List We’re back from a very busy week in San
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?
What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is
Your quality management (QM) program runs on data. If the feedback and numbers you collect from call center quality monitoring
For the first time in six years, the online magazine Contact Center Pipeline conducted a technology-based survey about the state
After you’ve interviewed, hired and trained a new agent, some contact center managers believe that part of the job is
Logically, if you bring someone a solution that will make it easier for that person to do his or her
Whatever business you are in, whatever product or service you are selling, however many other companies are competing against you
The use of comfort pets in the workplace is becoming mainstream. Once reserved only for special use in the wake
Ten years ago, the concept of a telecommuting workforce was just starting to gain acceptance. But we’ve seen a sizable
Add up how many calls your contact center receives every week. Let’s say the number is one thousand – now
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