Remember, Call Center Agents = Your Brand.
How’s your brand today? Defining your brand used to be so much easier. In the good old days (for me, […]
28
Jan
Archive Tag: intraday management
3
Jun
2020 Vision: A Glimpse Into the Contact Center of the Near Future
While at a contact center conference recently, I saw a very odd-looking little man who seemed rather nervous and out […]
24
Apr
A Real-time Frontline Workforce: Getting the Right People, in the Right Place, at the Right Time
(This blog post first appeared on ICMI on April 3, 2014.) As part of your frontline workforce, a contact center agent’s top […]
18
Mar
7 Game-Winners for Your Agent Coaching Playbook
As a call center manager, working one-on-one with your agents can be the most productivity-enhancing tool at your disposal. Call […]
13
Mar
Managing Your Workforce in Real-Time
(This is a guest blog authored by Spence Mallder, SVP, GM Workforce Optimization, CTO of Aspect Software, originally published on […]
10
Mar
4 Key Issues for Healthcare Services Call Centers as They Enter the Age of the Consumer
Few industries have undergone as much radical change in the past decade as healthcare. The healthcare industry is growing amid […]