Malcolm Knowles adapted the theory of Andragogy, teaching strategies for adult learners, to adult learning in the 1970s. Knowles’ Andragogy […]
Call centers spend a lot of time and resources analyzing the forecast based on historical trends and complex algorithms to […]
The cat is out of the bag. Sixty-nine percent of contact center leaders say agent training positively impacts customer satisfaction. […]
Here’s a reality check. Today, Facebook has more than one billion active monthly users. Twitter boasts 500 million users and […]
Note: The following blog post and its associated webinar are intended for call center outperformers only. This webinar may contain […]
There’s no getting around it — the role of a workforce manager is tough. Whether it’s the daily tug-of-war between […]