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Transformations don’t happen with a flick of a wand and a chant of Bippity-boppity-boo. Real transformation is hard work....

The world we live in is demanding a remote workforce. And past trends show, as employees get more...

More than a third of hourly, customer service workers feel physically and emotionally drained after an average day’s...

It’s estimated that the world’s customer contact centers field about 270 billion calls annually. And, it takes close to...

This article was written by Sharpen’s VP of Marketing, Murph Krajewski, and originally posted on Forbes.

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Metrics aren’t everything. But, your contact center KPIs are an important piece of creating a happy team and...

Agent absenteeism leads to long queues of on-hold customers, a drop in agent performance, and oftentimes, a mess...

Reputable organizations, like CIO.com and McKinsey & Company, say companies with a digital transformation architecture are more likely to...

Most of us have been working from home for over a month, some longer. We’re all living with...