Monet WFO recognized for its leading customer contact technologies Verint Monet a pioneer in cloud-based Workforce Optimization, announced today that
One way to attract better contact center agents is to offer a path out of that job into a management
What is the difference between Quality Management (QM) and Total Quality Management? The answer is simple – Total Quality Management
It’s still January, which means we’re still sifting through articles all over the internet offering tips, strategies and predictions for
Some contact centers do not classify their customers at all – it’s just one more data list to track when
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
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