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 […]
Mother Nature doesn’t adhere to WFM planning processes, and can unleash nasty storms with little warning or time to prepare. […]
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 […]