Industry Insights

As the year is coming to an end, consumers are calling retailers and making travel arrangements. This means, your customer service representatives will see an increase in calls from consumers around the globe. They could be calling to follow-up...

Administrative Professionals’ Day, is the holiday formerly known as Secretaries’ Day which is celebrated around the world. Today we recognize the work and dedication of receptionists, administrative assistants, secretaries and other...

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...

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...