With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

Workforce management in a large contact center isn't something that's conveniently done on paper or with spreadsheets. People used to try, and still do. But the normal result is usually significant ...

Managing a workforce of call center agents around the world in the new hybrid working environment called for a change of approach. Agent engagement and empowerment, simplifying the coaching process, ...

DUBLIN--(BUSINESS WIRE)--The "2021 Workforce Optimization/Workforce Engagement Management Mid-Year Market Share Report" report has been added to ResearchAndMarkets.com's offering. This 17th annual ...

The pandemic taught us all how to work differently. This includes call centers, which have had to adapt to managing agents from afar. The change in the work environment requires new behavior, ...