It’s just a few minutes a day for a few agents in your call center. What’s the big deal? Can you quantify the impact that a lack of schedule adherence has on your call center? Here are a few ...

The evolution of a simple call center into a multichannel contact center doesn’t happen overnight. You may need to add or upgrade technologies, and certainly staff ...

The pandemic taught us all how to work differently. This includes call centers, which have had to adapt to managing agents from afar. The change in the work environment requires new behavior, ...