contact centre

The Impact of the Wrong Software on Employee Experience

As the integration between human and technology becomes increasingly more unified and the bottom-line efficiency evolves by the day, it's essential to understand where and how this has happened.


WFM Solutions

8 Steps to Onboarding a Contact Centre Agent

Many contact centres underestimate the importance of onboarding agents well and the challenges they encounter. Contact centres must have a structured onboarding program to ensure staff absorb all critical information, including daily duties, customer service protocols, company policies and regulations.