See how you can reduce the risk and frustration of migrating call center applications. With proper planning and key team members in place to assist you, you’ll avoid...
Stop the anger. Get customers to their happy place.
Today’s call centers must be all things to all people. Despite this, most customers agree on what...
Workforce management (WFM) has been at the foundation of efficient contact center and customer care operations for decades. Today, over 30 years since the first WFM solution...
Every generation brings to the workplace a set of overarching characteristics that are shaped by the events and cultural norms of its day. The Silent Generation brought an...
If you are a contact center or enterprise business facing compliance measures, you know who you are. More than likely, you have established a compliance process to ensure...
The call record method is, in my opinion, one of the best approaches to coaching agent phone calls and ensuring quality. Here’s a 9-step plan for effectively coaching...