Blogs

1 Nov

Warning: Agent Development Webinar for Call Center Outperformers Only

Matt McConnell

Note: The following blog post and its associated webinar are intended for call center outperformers only. This webinar may contain […]

30 Oct

Measuring the Effectiveness of Agent Training

Greg Levin

Just because agents get through training doesn’t mean that training gets through to agents. Training in the contact center isn’t […]

25 Oct

Balancing Staff Optimization and Agent Scheduling Preferences

Intradiem

The new generation of contact center workforce management (WFM) solutions provides a great way for managers to balance staff optimization […]

16 Oct

The Power of Recorded Calls in Coaching

Greg Levin

Most contact center agents truly want to do a great job. They want to efficiently resolve caller issues, create memorable […]

11 Oct

3 Steps to Find Your Call Center Efficiency Sweet Spot

Matt McConnell

There’s no getting around it — the role of a workforce manager is tough. Whether it’s the daily tug-of-war between […]

27 Sep

The 3 P’s of Call Center Management

Matt McConnell

Call center management is no easy task. You hired your agents for one primary job: to interact with your customers, […]

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