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The contact center is finally a place for investment rather than budget cuts.
Operations Workforce Management COVID-19 Remote Work
Operations Workforce Management COVID-19
Operations Workforce Management
Providing a broad range of technology options allows us to fulfill our clients’ knowledge management needs across maturity levels.
Operations Workforce Management Technology White Papers
The influx of data and analytics isn’t necessarily changing contact center metrics; rather these new insights are adding deeper context to the numbers.
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.
When considering their KPIs as a whole, contact centers seemed less than confident that their choice of metrics aligned well with the organization’s strategic objectives.
Operations Workforce Management Operations management
Operations Workforce Management Operations management Research