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Workforce Management as we know it is changing
As life becomes more complex, workforce management is changing. Discover three important truths about modern WFM.
How good software can help with your staff management needs
Looking for ways to improve your staff management? Great software can centralize your all-important company data, saving you time and keeping standards high.
What is a Net Promoter Score© and how do you improve it?
Net Promoter Scores© provide a valuable metric for businesses. But what does a good Net Promoter Score© look like, and how can you improve yours?
Why engagement management is vital for contact centers
Agent engagement means more than just happy customers. Here’s how interested and invested employees will impact your business now, and in the future.
Why promoting teamwork is crucial to your business
As we embrace digital technology and the millennial workforce, traditional ideas around teamwork need updating. This article will tell you more.
Contact centers: methods for accurate forecasting
Accurate and effective forecasting allows managers to ensure there are always enough staff to meet the workload, while also keeping staff costs as low as possible.
Instilling purpose: Creating a cohesive contact center
Consistently high quality customer interactions are key to business. Here’s how aligning goals and empowering agents can benefit your contact center.
What is the contingent workforce and how can you manage it?
As the gig economy grows, so does the need for managers to better understand ways to maximize the potential of contingent employees.
The benefits and importance of good performance management
Performance management has undergone significant change in recent years. But what is the importance of good performance management to your business?
4 practical ways to improve customer experience
Customer experiences with your business have a tangible impact on your ability to make money. Here are a few practical tips to improving customer experience.