Workforce Management

Register for FreeMany organizations today are struggling with agent retention. However, an increase in agent turnover should not be surprising given the changing agent demographics. More than 70% of c...

Our newest report focuses on workforce management.Employees are the lifeblood of the customer experience strategy.  They represent the link between the business and its customers, and their actio...

At the Virtual Call Center Summit, Jesse Hoobler, Director of Support at Pitney Bowes, will discuss the keys to adopting and adapting to virtual environments. In this interview with CMIQ's Shawn Sie...

Home working benefits are compounding, from virtually every vantage point. Simply put, home working saves everybody money (employees and business), it drives employee satisfaction and retention, an...

Virtual, at-home customer service has graduated from the early adopter phase and is now reaching the early majority of companies who are hungry for its benefits in scale.   As the virtual pro...

When leaders in today’s era of customer management downplay the importance of "efficiency" metrics like average handle time, hold time, call volume, speed of answer and the like, they are forg...

For North American companies looking to stay competitive, outsourcing some or all of their back-office business operations to India has achieved the status of dogma. However, in the past couple of y...

Download this informative whitepaper from Ovum and sponsored by Genesys –"Deploying Your Contact Center in the Cloud – A Guide to Best Practices". Cloud-based contact centers are providing access to a...

According to an SBA survey, Our Customers Leave because…. • 1% die or go out of business • 3% move away • 5% follow a friends recommendation to go elsewhere • 9% leave...

You’d no doubt like to learn more about opportunities to enter the European market, but may not be sure how to go about it successfully. Whereas you’re used to working in a homogenous market, Europe i...

Stop getting in your agents' way! Learn best practices for empowering agents to deliver for your customers in this exclusive, free webinar, featuring author article Melissa Kovacevic. In a recent...

If you care about reducing costs in your call center, you’ll definitely want to check out our webinar on the realities of cloud-based call centers. Is it vendor nonsense? Or something much m...