Adherence is too important to be ignored, but our traditional approach to measuring and managing it does not fit the reality of today.
Operations Workforce Management
The influx of data and analytics isn’t necessarily changing contact center metrics; rather these new insights are adding deeper context to the numbers.
Operations Workforce Management
Benefits like flexible scheduling and the ability to work from home play a major role in an employee’s decision to take a job or quit one.
Operations Workforce Management