Recent Blog: Can Remote Employees Stay Engaged to Provide a Superior Customer Experience?

Learn more about how WFM and QM combined can help keep your call center or help desk employees engaged to deliver superior CX.
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Workforce Management
What is call center shrinkage and how to minimize it

What is call center shrinkage? One of the most important concepts in schedule adherence is shrinkage. Shrinkage can be defined […]
Workforce Optimization
The Morale Doctor is In

How to treat employee burnout and reinvigorate call center engagement for the long haul Do you feel it spreading through […]
Workforce Optimization
10 Ways to Keep Call Center Employees Engaged as 2020 Winds Down

Tips for maintaining contact center engagement, no matter the season It’s that time again. The holiday season is fast approaching […]
Workforce Optimization
Will the CFO “Buy” Your SMB Contact Center Budget?

Top tips for using call center analytics and reporting to make the case for your spending forecast It’s almost that […]
Quality Management
5 Ways Quality Assurance Improves Employee Satisfaction and Morale

Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! Monitoring […]
Workforce Optimization
Personal Connection: Your Most Valuable Call Center Tool

  How to infuse contact center operations with empathy to improve interactions, customer satisfaction and CX Empathy is critical in […]
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