Voice analysis is a strong predictor of new-hire success, retention and CSAT performance.
The face of customer experience center workforce optimization (WFO) is changing. Traditionally, it has been the functional and technical integration of several complementary software [...]
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 [...]