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Upskilling the Contact Center Workforce

In the midst of the coronavirus pandemic, it is vital for contact center leaders to step back and think strategically about how to position their people, channels, technology and practices for the longer term.

People Development


Hold On, I’m Comin’: What to Do with Callers on Hold

Repeating a hold message every 20 seconds will almost certainly increase abandons. People don’t need to be reminded constantly that they are on hold.

Operations Service Delivery


On-Trend: At-Home Agents

There’s a 10-year track record of work-at-home results in the contact center environment. It’s become hard to ignore, even for those executives who personally don’t prefer or like the thought of a distributed work environment.

Operations Contingency Planning COVID-19 #1


Don't Reduce People to Numbers… or Should You?

When agents feel like they are capable of doing the work, because they have the numbers to prove it, they perform beyond expectations.

People Development


Inside View: Purchasing Power

We’re always looking for ways to make the process easier for customers, to minimize any friction and deliver a positive experience.

People Performance Management