With the holidays in full swing, is your call center busier than ever? The chaos that ensues this time of...

Is the hectic nature of the call center pushing the needs of your agents to the wayside? How do you...

What if you could provide call center directors with one billion assistants at their fingertips? Real-time automation does just that....

Your agents are crucial assets to your contact center. Serving and supporting your customers each and every day, they truly...

In this edition of our customer contact center community stories, we’re diving into the variety of ways Intradiem customers are...

Contact centers are becoming more complex. Keeping up with the pressure to cut costs and meet demands is hard. Mix...

One of the key coaching skills I discuss with managers is the difference between “telling” agents and “asking” agents. Most...

Sometimes we become so involved in the design, execution and gathering of data that we may not observe what is...

I love working with new coaches and helping them to become the best they can be. Most are very excited...

Balancing the need to keep costs low and keeping customers happy is tough. But, Workforce Management (WFM) and contact center...