The right approach to call center quality management builds agents’ skills and enhances workforce engagement Quality assurance (QA) sessions are […]
The right approach to call center quality management builds agents’ skills and enhances workforce engagement Quality assurance (QA) sessions are […]
8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce Engagement...at the Same Time We all love a win-win. A […]
The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely […]
After a tumultuous 10 months for contact centers and agents, new possibilities open There’s a concept in Zen Buddhism known […]
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. […]