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 Optimization
Verint Is Uniquely Positioned to Address the Needs of SMB Customers

As a long-time industry analyst focused on the contact center workforce optimization market, I have long questioned why small to […]
Workforce Optimization
Finding Top Call Center Talent While Social Distancing

How COVID-19 changes the SMB contact center hiring process—and how it doesn’t Call center recruiting has changed in recent years. […]
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 […]
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