As a long-time industry analyst focused on the contact center workforce optimization market, I have long questioned why small to […]
As a long-time industry analyst focused on the contact center workforce optimization market, I have long questioned why small to […]
How COVID-19 changes the SMB contact center hiring process—and how it doesn’t Call center recruiting has changed in recent years. […]
What is call center shrinkage? One of the most important concepts in schedule adherence is shrinkage. Shrinkage can be defined […]
How to treat employee burnout and reinvigorate call center engagement for the long haul Do you feel it spreading through […]
Tips for maintaining contact center engagement, no matter the season It’s that time again. The holiday season is fast approaching […]
Top tips for using call center analytics and reporting to make the case for your spending forecast It’s almost that […]