FEATURED ARTICLES
Contact centers need to ensure the needs of customers and agents are being met in the fleeting era of omnichannel communications and interactions. A d…
4/22/2019
Advanced data analytics capabilities built into a modern workforce management solution could identify, for example, that a particular type of call is …
4/11/2019
The contact center is a difficult place to work. It's a high-pressure environment, it's noisy, it's busy and sometimes tempers get short. Customers ca…
4/4/2019
Once upon a time, "workforce management" was as simple as a time clock, and a lot of manual tabulation by a manager. While keeping track of the hours …
4/2/2019
Contact center managers need to effectively communicate the scope, goals and demands of performance management programs to their agents and staff memb…
3/29/2019
With previous generations of contact center solutions, interpreting the data they generated generally took an analyst or other dedicated full-time per…
3/26/2019
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