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by: Paul Stockford
The gig economy is beginning to become such an economic driving force that there are many who believe that having gig workers in the contact center - i.e., on-demand agents - is only a matter of time.
Don’t Ignore the Economics...
Workforce Management
The Value in Accuracy: How to Create the Right Forecast to Drive...
Scheduling Tips to Empower & Engage
Agent Performance Metrics
2016 Agent Performance Survey Final Report
Contingency Planning
A 360-Degree Approach to Contact Center Security
Winter Weather: Planning for Safety and Success
Service Delivery
Taking a Deep Dive into FCR
Five CX Early Warning Signs Customer Experience
Five Obstacles to Digital Access in Today’s Healthcare Contact Centers
The SBR Balancing Act
Collaboration
Consultative WFM
Cost Management
How to Work with your Local Economic Development Organization to...
Contact Center Skills and Compensation Trends
Reporting
Contact Centers: The Secret to Business Intelligence
Assisted Service
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