The frustrating thing about performance management (PM) is it’s never going to be perfect. Of course, that’s not uncommon in
Depending on your age, you may remember a time when banks competed more aggressively against each other for business. There
Great forecasts are the result of many factors: collaboration with your marketing and sales teams, consistent agent performance that makes
That may seem like an odd question: most contact center managers do not consider monitoring agent sleep habits as part
Shrinkage is the time (or percentage of time) agents are not productive due to breaks, meetings, training, vacation, illness, absenteeism,
You know about multi-channel and omnichannel. But have you heard about opti-channel? It’s a new way for contact centers to
How important is performance management to your contact center? Certainly customers are important, and taking steps to serve them better
Picture a barstool with three legs – take any one of its legs away and the whole thing collapses. Workforce
“The Customer Comes First.” You’ll see those words next to the cash registers at mom-and-pop grocery stores, and on the
Trends are tricky things. Contact center managers will find no shortage of opinions online about “the next big thing” in
Still considering whether to add a workforce management solution to your contact center? There are many reasons doing so is
Abandon: (verb): To leave completely and finally; forsake utterly; desert: Sounds pretty grim, doesn’t it? “Abandon Rate” is one of
The script your agents use serves a multitude of purposes. It provides a guide for how to best interact with
Yes, every year we do a blog on this. Because every year, many contact centers rely on increased holiday business
The workforce management market for contact centers continues to grow, as more businesses discover the many advantages in efficiency and
Wrapping Up Dreamforce 2018 Commitment to Customer Experience Tops Priority List We’re back from a very busy week in San
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