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It seems we’re flying through 2021 as fast as we closed out 2020, so let’s do a quick...

We’ve all seen it—contact center scorecards that look more like laundry lists and dashboards that look more like Sudoku...

There’s no red curtain of mystique hiding the benefits of engaged employees. Countless research reports and surveys pile up...

As we emerge from the longest year ever and companies gear up for the “great rehiring” happening in...

Contact centers have struggled to retain agents for years. This directly impacts the centers’ ability to provide the high-quality...

Picture this: Better training. More agents. Streamlined technology. A vacation. You name it, you get it.

Sounds...

Losing your employees is an emotional and taxing experience for you and the rest of your agents. You might...

It’s been a long year for, well, everyone. Over a year ago, most companies took their businesses remote...

Last Thursday, Sheila McGee-Smith, President and Principal Analyst at McGee-Smith Analytics and Ray Gallagher, VP of Customer Care at...