23 Apr

Employee Effort: Are They Just Spinning Their Wheels?

Annette Franz

There’s a lot of talk about how much effort a customer is required to put forth in order to complete […]

24 Apr

A Real-time Frontline Workforce: Getting the Right People, in the Right Place, at the Right Time

Matt McConnell

(This blog post first appeared on ICMI on April 3, 2014.) As part of your frontline workforce, a contact center agent’s top […]