In a contact center, call monitoring is a critical practice for assessing output and for identifying agent performance opportunities....

Anyone can ask a question and get a response. Knowing the survey questions and response options to use is...

McIntosh’s Performance Management training framework consists of four key modules and is delivered to front-line supervisors and their managers….

This varies based on the firm and the purpose of the survey. The survey can target a random sample…

Forecasting workload is a form of predictable analytics, we are using historical data to anticipate the future.