In the first quarter of 2012, we surveyed workforce management professionals to learn more about the goals and challenges that...

For many years, contact center workforce management (WFM) solutions have been used to optimize agent schedules and productivity. These solutions...

The latest generation entering the workforce brings a new energy to the contact center, which also brings new challenges to...

The manner in which customers start and end their interactions with you have been proven to be a large part...

Most companies measure their success on a quarterly basis from the amount of revenue produced subtracting out costs. This yields...

Facebook and Twitter have become part of the American’s everyday vernacular. We spend countless hours watching videos on YouTube, e-mailing...

How do you use your customer feedback to help change the course of your business? Inside your call centers you...

Companies still jump to surveys and focus groups to find out what their customers need. All they really need to...

Most western nations are highly advanced industrially and technologically. With industrialization of these countries came mass production and the assembly...

Fred Reichheld of Bain & Company introduced the idea of the “net promoter score” in 2003 in an article he...