Contact centres: methods for accurate forecasting

Accurate and effective forecasting allows managers to ensure there are always enough staff to meet the workload, whilst also keeping staff costs as low as possible.

Instilling purpose: Creating a cohesive contact centre

Consistently high quality customer interactions are key to business. Here's how aligning goals and empowering agents can benefit your contact centre.

What is the contingent workforce and how can you manage it?

As the gig economy grows, so does the need for managers to better understand ways to maximize the potential of contingent employees.

The benefits and importance of good performance management

Performance management has undergone significant change in recent years. But what is the importance of good performance management to your business?

4 practical ways to improve customer experience

Customer experiences with your business have a tangible impact on your ability to make money. Here are a few practical tips to improving customer experience.

Shift Bidding for Better Efficiency and Engagement

Shift Bidding is one more way to improve engagement and keep schedule efficiency in tip top shape-- this article examines some of the benefits of bidding as well as ways to make it feasible to bid more often.

Key objectives and processes behind performance management

So what is performance management, and what are its key processes and objectives? In this article, we explore these basics and provide examples.