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Category: Workforce Management

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