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TIP SHEET – Outsourcing Your Contact Center: Vendor Metrics for Staffing Line Adherence
Many companies with outsourced contact centers struggle to find the optimal approach to hold vendors accountable for staffing to...
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TIP SHEET – Call Monitoring: Sample Size & Statistical Validity
Call centers are unique relative to their ability to generate and analyze large data lakes, both structured and unstructured. ...
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WORK AT HOME (WAH) TEAMS: Techniques for Enhancing Performance Results
If your firm has responded to the COVID-19 pandemic by expanding or implementing a work at home (WAH) program,...
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Scheduling and Productivity
Optimization of workforce schedules is a primary driver of productivity in the contact center. Best practices that enable flexible...
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COVID-19 Guidance for Contact Centers
Work at Home (WAH) A Work at Home (WAH) agent model can provide critical flexibility and coverage options as...
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WORK AT HOME (WAH) TRAINING: Guidance for Contact Centers
The successful onboarding and training of new employees is a critical success factor for any contact center. When well...
