We don’t know about you, but we never thought emojis would go mainstream. Oh, sure, having them punctuate the emotional
The dictionary defines efficiency as “effective operation as measured by a comparison of production with cost (as in energy, time
Sometimes two statements can be true, even if they seem to conflict on the surface. Take KPIs at help desks.
We all know the importance of quality management (QM). But we also know there are only so many hours in
Ten years ago, a book was published titled The Best Service is No Service: Liberate Your Customers from Customer Service,
Most celebrities have personal assistants that take care of the routine tasks in their lives, so their rich and famous
We’ve always considered the superiority of workforce management over spreadsheets to be a no-brainer. The efficiency and accuracy WFM brings
What does a contact center supervisor do? I’m sure that question has been asked by more than a few agents
Why do so many people think contact centers are miserable places to work? Perhaps that’s the message they get on
This is the busiest time of year for many retailers. But when one thinks about boosting holiday sales, they place
Do a search online for 2019 contact center trends, and you’ll find a cornucopia of blogs and articles, each with
Is Average Handle Time (AHT) still an important consideration at the contact center? We think so, but a recent survey
Another year over, and a new one just begun. Some time amidst the higher caller traffic that often greets contact
The college and pro football regular seasons are wrapping up, and every year that means one thing – some coaches
The healthcare industry is struggling with a workforce shortage at the moment. And it isn’t just physicians and nurses –
The advantage of workforce optimization is how it brings so many essential features together into one solution. However, this can
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