Although workforce management is frequently overlooked in strategic planning, it is crucial to recognise the significant contributions.
Understanding the Strategic Importance of Workforce Management
Unlocking the Advantages of Remote Agents in Workforce Management
As the world becomes increasingly connected, remote working continues to be extremely popular.
The Rise of Intelligent Automation Solutions to Improve Contact Centre Productivity
Unlocking productivity within a contact centre through the utilisation of intelligent automation is key.
Move Over Millennials, Generation Z is Here
Just when companies were starting to feel confident in their understanding of Millennials, along comes a new generation entering the workforce — Generation Z.
How to Use Gamification to Engage Remote Teams
Disconnected? Disinterested? Not sure how everything fits anymore? These are often the sentiments expressed as working from home employees reshuffle pandemic style and adapt.
Why Contact Centres Must Accelerate Their Digital Transformation Strategies
A new wave of technology adoption is closing the gap in contact centre operations and shaping how agents perform on a day-to-day basis.
Building A Modern Engagement-Centric Workforce
The expectations of customer service experience have amplified making it important for managers to adopt new engagement techniques.
#1: Back-Office WFO Series: Three Tips to Designing a Forecast Task List
The number one failing when implementing WFM into the back office is workload forecasting.
5 Things To Consider When Designing Your Gamification
While a large proportion of recent studies have shown that gamification can improve KPIs in virtually every touchpoint of a contact centre.
Why Gamification Is Critical To Customer Service
As the increased demands for quality and quantity of customer service show no signs of slowing down.
