To earn your stripes in the Workforce Management profession, creating that perfect forecast and schedule made you a hero. But...

Chapter One:  Detective Holmes had solved many cases and now she had been brought in to a call center to...

Being an agent is hard. Every day you work with customers who are frustrated because another part of the company...

Day in and day out, we do our best. We do our best to serve our customers and employees and...

During February we celebrate Valentine’s Day, a holiday focused on making people feel special by telling them and showing them...

Let’s pretend you’re the customer. Like most customers, you’re pretty savvy when it comes to figuring out answers on your...

“The goal should not be to remove humans from the equation, but [to] empower human beings who actually have a...

With 2017 in full swing, it’s the perfect time to take control of your frontline and make the necessary changes...

Frontline employees need a strong mentor. Merriam-Webster defines the word mentor in the following way: “a : a trusted counselor...

Are you annoying your customers – and then trying to sell to them? Better customer experience (CX) leads to more...