Recent talk in the industry takes exception with the concept of making idle time productive by suggesting there isn’t really...

In a previous post, we covered the issues that workforce managers reported as their top challenges for 2012. Not surprisingly,...

In the spirit of the new Batman movie, The Dark Knight Rises, I believe there a number of lessons we...

The contact center landscape is continuously changing. Consumer 2.0 dictates that agents must be more informed than ever before to...

“Character may be manifested in the great moments, but it is made in the small ones.” ~Phillips Brooks Call center...

In our experience working with leading call center executives around the world, we've found that most share one thing in...

In the first quarter of 2012, we surveyed workforce management professionals to learn more about the goals and challenges that...

The latest generation entering the workforce brings a new energy to the contact center, which also brings new challenges to...

Facebook and Twitter have become part of the American’s everyday vernacular. We spend countless hours watching videos on YouTube, e-mailing...

Fred Reichheld of Bain & Company introduced the idea of the “net promoter score” in 2003 in an article he...