3 Telltale Signs Your Contact Center Culture is Unhealthy
By Chris Edmonds for ICMI
How healthy is your contact center work culture? If you're like many organizations around the globe today, your workplace is probably not that inspiring. TinyPulse's 2017 annual global employee engagement report found that only 26% of employees feel strongly valued at work.
How to Choose Your Next Contact Center Solution
By Martin Tracey for LANtelligence
These days, when an IT department is only partially involved in choosing new technology for various business needs, Managers who want to upgrade their department's software and hardware must be able to navigate the complex tech waters. Therefore, SaaS developers are adjusting their marketing to meet non-IT audience expectations. Suddenly, you find yourself buried in tons of white papers, infographics and videos promoting similar features for different brands.
Insights from the SWPP Workforce Management Professional of the Year Award Nominees
By Tiffany Lareau for Contact Center Pipeline
The 2018 SWPP Annual Conference in Nashville kicked off on Sunday, June 3rd. I love the all-WFM-all-the-time format of this conference. Every break, every lunch, and every session is devoted to forecasting, scheduling, real-time adherence, staffing models, power-of-one, net staff, Erlang… and this goes on for three days.
13 Ways Technology can Improve Employee Engagement
By Call Centre Helper
Our panel of experts discuss how technology can be used to boost advisor engagement in the contact centre.