FEATURED ARTICLES
In the contact center, scheduling often seems like an abstract concept. It's a spreadsheet of people, shifts and call queues. When schedules go awry a…
5/23/2019
For years now we've been hearing all about the need to reduce agent turnover in the call center. Much of the solutions offered included allowing for m…
5/20/2019
It's no secret that the contact center industry has high turnover. It's important to remember, however, that it's not alone. Many other industries exp…
5/17/2019
In the contact center, scheduling is often one of the trickiest tasks a manager can perform. Scheduling, which relies on dozens or even hundreds of pe…
5/16/2019
Agents in the call center still play a vital role in ensuring that customers have a human to connect to in times of crisis or when they don't want to …
5/9/2019
There are some essential ingredients to drafting and implementing a call center schedule that will keep agents happy and motivated while also ensuring…
5/8/2019
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