With a WFM solution, responsive scheduling and service-level achievement can combine with ease Many contact center leaders will often feel
A sense of purpose enhances retention and performance–but how can it be instilled in the workforce? In the race to
To blend or not to blend—that is the question for today’s call centers. Blended agent assignments have been a staple
Forecasts are never 100%, but real-time call center data analysis helps fill the gaps. As we discussed here, contact center
The New Year is here! For many contact centers, that means one thing—a dramatic shift in call volumes. Retailers are
We are so grateful for our customers, partners—and of course, you! We wish everyone safe, peaceful and restful holidays. We
How to enjoy faster, headache-free budgeting with AI-powered workforce management software It’s that time of year again. No, not the
Anticipating the future is a core mission for any contact center. Inevitably, the CFO wants an accurate budget and the
Contact center shrinkage can be like a kid running a lemonade stand. Imagine you buy the lemonade packet and figure
Contact center employees face a number of challenges during their workday. These challenges can contribute to high turnover and employee
If you are ready to improve the customer experience and efficiency of the operations in your contact center, the smartest
Being the manager of contact center operations is not an easy job. In fact, it is quite difficult to consistently
Whether you are the CEO, COO, QA Analyst or Customer Service Agent, the number one goal of your contact center
You’re looking to improve the customer service being offered by your contact center and you are wondering where to focus
Speech Analytics has been common practice at larger call centers for years. But more recently, top-tier quality monitoring software has become
It’s expensive running a COST Center. But it’s possible to convert your business back into a quality call center by
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