Why analyze performance in the back office?

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

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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.

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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.

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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?

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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.

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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.

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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.

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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.

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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.

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