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Performance analysis improves employee output and satisfaction, as well as customer experience. This applies to the back office just as much as the frontline.

As life becomes more complex, workforce management is changing. Discover three important truths about modern WFM.

Looking for ways to improve your staff management? Great software can centralize your all-important company data, saving you time and keeping standards high.

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?

Agent engagement means more than just happy customers. Here’s how interested and invested employees will impact your business now, and in the future.

As we embrace digital technology and the millennial workforce, traditional ideas around teamwork need updating. This article will tell you more.

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.

Consistently high quality customer interactions are key to business. Here’s how aligning goals and empowering agents can benefit your contact center.

As the gig economy grows, so does the need for managers to better understand ways to maximize the potential of contingent employees.

Performance management has undergone significant change in recent years. But what is the importance of good performance management to your business?