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Don't be afraid to get rid of channels if they aren't performing and your customers aren't embracing them.
Strategy Service Delivery
Healthcare contact centers are growing not only in numbers but also in scale.
Technology Workforce Optimization White Papers
Without someone focused on optimizing knowledge, it can quickly grow stale and ineffective in meeting agent needs.
Technology White Papers
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.
Nature—and drama—loves a vacuum. People who don't understand what's happening will eventually make up their own scenarios, spinning the narrative in whichever way causes the most excitement.
In the U.S., the minimum wage is below the poverty rate, and thus, is a failed policy.