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How to Apply Predictive Analytics to Post-COVID Recovery

We are now midway through the third quarter of a year that will surely be remembered as one of the most chaotic in history. Many of us would like nothing better than to simply fast forward to [...]

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Use Agent Voice DNA to Improve Contact Center Hiring Results

Voice analysis is a strong predictor of new-hire success, retention and CSAT performance.

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The Dawn of WFO 2.0

The face of customer experience center workforce optimization (WFO) is changing. Traditionally, it has been the functional and technical integration of several complementary software [...]

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Contact Center Labor Issues are Number 1 Challenge for 2016, but…

According to its survey of 277 contact center operators, leading analyst firm Strategic Contact concluded that high attrition is the number 1 issue facing them in 2016. In fact, this contact [...]