Category: Workforce Management

challenges of working from home

Human Resources

Back-To-School Challenges For Work-From-Home Parents: What The Workforce Can Expect For the 20 – 21 School Year

The current pandemic situation has already caused wary amongst the parents, especially when more than 12 states are seeing a surge in the number of new coronavirus cases. Will back-to-school season bring a lot of challenges? Are remote routines here to stay for the 20 – 21 school year?

September 16, 2020

quality assurance coaching

Call Center Operations

How Coaching Can Directly Impact Quality Assurance

Quality assurance is a significant component of delivering effective customer service. Professional coaching plays a key role in helping to

July 29, 2020

black friday customer service

Business Practices

How to Prepare Your Contact Center Staff for Black Friday

For those of you that are brave enough to face the Black Friday crowds, do you find yourself being able

November 21, 2018

holiday customer service

Call Center Operations

Put the Spark Back in Your Holiday Customer Service

I really enjoy all the summer holidays, especially the most recent one we celebrated! The Fourth of July is a

July 17, 2018

contact center workforce management

Business Practices

Back to the Basics, Part Two: Workforce Management in the Contact Center

Workforce Management (WFM) is a set of integrated activities that work together to optimize the productivity of the workforce. Typically,

July 5, 2018