“As soon as I saw you I knew a grand adventure was about to happen.” ― A.A. Milne One really exciting thing about meeting a person who shares your professional passion is the gr...read more

As a WFM analyst, you play a crucial role in managing and optimizing the performance of your contact center. You’re responsible for forecasting, scheduling, and real-time ...read more

Interviewing can be a nerve-wracking experience for candidates, but have you ever considered how you as the interviewer can make the process more comfortable and positive? As a ...read more

In a world where remote work is becoming increasingly common and the customer service industry is evolving at an unprecedented pace, it’s more important than ever for businesses...read more

As the world becomes more connected, remote work is becoming increasingly popular, especially in our post-pandemic environments. And in the world of contact centers, workforce m...read more

Let me start by saying I’m no diversity expert, neurodivergent or otherwise. I own the fact that most of my experience comes from a position of the majority in America. White, m...read more

As someone who has spent a considerable amount of time in the contact center space, I’ve learned a lot about the importance of having people around you who will disagree w...read more

For new hires, inhouse or work at home, gamification can help improve readiness and reduce attrition. Call Design recently made some changes to our onboarding process. Like you,...read more

Let me share a little secret with you… there are plenty of keyboard shortcuts in Alvaria Workforce that would make you look like a wizard in front of your co-workers as you blas...read more

Accountability is the backbone of quality customer service. When your contact center agents take ownership for their work, they provide higher quality interactions with their cu...read more