Call centers are unique relative to their ability to generate and analyze large data lakes, both structured and unstructured. ...

If your firm has responded to the COVID-19 pandemic by expanding or implementing a work at home (WAH) program,...

Optimization of workforce schedules is a primary driver of productivity in the contact center.  Best practices that enable flexible...

Work at Home (WAH) A Work at Home (WAH) agent model can provide critical flexibility and coverage options as...

The successful onboarding and training of new employees is a critical success factor for any contact center.  When well...