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Net Promoter Scores© provide a valuable metric for businesses. But what does a good Net Promoter Score© look like, and how can you improve yours?

Agent engagement means more than just happy customers. Here's how interested and invested employees will impact your business now, and in the future.

As we embrace digital technology and the millennial workforce, traditional ideas around teamwork need updating. This article will tell you more.

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.

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

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

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

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 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.

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

Are you looking to enhance productivity and save money? Find out how Call Design's smartphone application ME can benefit your workplace.