Workforce Optimization
Updated: June 2026 At a Glance Contact center leaders consistently face the same challenge: how to deliver an outstanding customer experience, hit metric goals,
November 28, 2022
Updated: June 2026 At a Glance Contact center leaders consistently face the same challenge: how to deliver an outstanding customer experience, hit metric goals,
Updated: June 2026 At a Glance QA and CSAT measure different things, and most contact centers treat them that way. QA scores evaluate agent
Updated: June 2026 At a Glance When evaluating a contact center for merger or acquisition, most teams focus heavily on financials and legal verification.
Updated: May 2026 At a Glance Most BPO vendors deliver acceptable performance most of the time. But when yours is not, the signs are often
Updated: May 2026 At a Glance As hybrid and remote work become the norm, contact centers face a new challenge: keeping distributed teams engaged, connected,
Updated: May 2026 At a Glance Employee engagement is a shared responsibility across HR, supervisors, leadership, and employees themselves that directly impacts contact center performance