Many companies with outsourced contact centers struggle to find the optimal approach to hold vendors accountable for staffing to...

Call centers are unique relative to their ability to generate and analyze large data lakes, both structured and unstructured. ...

If your firm has responded to the COVID-19 pandemic by expanding or implementing a work at home (WAH) program,...

Optimization of workforce schedules is a primary driver of productivity in the contact center.  Best practices that enable flexible...

Work at Home (WAH) A Work at Home (WAH) agent model can provide critical flexibility and coverage options as...