News & Videos

We’re hiring agents to handle email, chat and social media. I also expect them to handle calls when the volume is high. What questions should we ask?

March 10, 2017
Q&A

Real-Time Intraday Management is a Game Changer

March 10, 2017
Newsletters

Publications Whitepaper Template

February 28, 2017
Uncategorized

Turn Speech Analytics into an Enterprise Change Agent

February 24, 2017
Interaction Analytics (Speech & Text), Publications

Will WFO Vendors Keep up with Changing Times?

February 14, 2017
Newsletters

Our contact center is moving in-house from an outsourcer. Much of the documentation used by the outsourcer is out-of-date and some is paper-based. How do we organize information for our new center?

February 14, 2017
Q&A

Omni-Channel QA Best Practices for Contact Centers [Blog Post]

February 13, 2017
Posts

Workforce Optimization Is Under Siege

February 10, 2017
Publications, Workforce Optimization (WFO)

2017 Contact Center and Servicing Goals

January 5, 2017
Newsletters

We’re considering the addition of a retention team. Is that a best practice or should all agents be equipped to handle cancellation requests?

January 5, 2017
Q&A

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