Industry Insights

Are you staffed appropriately this holiday season?

With the holiday season already here, I hope you made the necessary preparations for your contact center to handle the expected call volume. Typically your customer service representatives request PTO to spend time with their families and shop but...

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Are Your Agent Schedules Ready for the Holidays?

With the holidays just a couple of weeks away, hopefully you have made the necessary preparations to handle all agent requests and the required adjustments with holiday scheduling. Typically it is at this time of year agents typically request time...

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Preparing for the Next Generation of Agents

By Tom Goodmanson

Generation Y, also known as millennials, are getting their fair share of attention with respect to today's workplace and their place in it.  Born between 1981 and 2000, millennials expect interesting and challenging work.  They...

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