Confidence: The Overlooked (But Vital) Agent Trait
What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is
Collecting the Data That Makes a Difference in Quality Management
Your quality management (QM) program runs on data. If the feedback and numbers you collect are accurate and up to
2018 Contact Center Survey Results
For the first time in six years, the online magazine Contact Center Pipeline conducted a technology-based survey about the state
Keeping Agents Hungry
After you’ve interviewed, hired and trained a new agent, some contact center managers believe that part of the job is
Helping Agents Buy Into Workforce Optimization
Logically, if you bring someone a solution that will make it easier for that person to do his or her
The Competitive Edge Delivered by Speech Analytics
Whatever business you are in, whatever product or service you are selling, however many other companies are competing against you
Comfort Pets at Contact Centers? Why Not?
The use of comfort pets in the workplace is becoming mainstream. Once reserved only for special use in the wake
Remote Agents: Making That System Work With Workforce Management
Ten years ago, the concept of a telecommuting workforce was just starting to gain acceptance. But we’ve seen a sizable
Cut Every Customer Call By One Minute
Add up how many calls your contact center receives every week. Let’s say the number is one thousand – now
WFO: The Three Essentials
What makes workforce optimization such an effective call center solution is how all encompassing it can be.
Monet WFO: Product of the Year
Monet WFO has been named a Communications Solutions Product of the Year by TMC, the publisher of Cloud Computing magazine.
What is Unified WFO?
Workforce Optimization is great. Unified workforce optimization is even better.
New Strategies That Work
If your performance management procedures haven’t been revised in a while, here are six ideas that may be worth trying.
Ready to take your quality management efforts to the next level? Here are five questions that will help you get it right the first time.