Industry Insights

How to incorporate Quality Assurance in your Contact Center?

Quality Assurance (QA) is critical to the success of your contact center management and customer service metrics. Incorporating QA best practices will help increase the quality of service your employees provide to your clients/customers....

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Get Out of Your Comfort Zone: Make the Transition from Spreadsheets to Workforce Management

By Lori Kyker, Senior Consultant to Pipkins, Inc

Change can be difficult. Often, change is resisted even when it will enhance our life or make it easier. We create justifications for our resistance and over time, the justifications become...

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