It can be challenging coming up with a staff schedule at the best of times. Once you add the holidays to the mix, creating a schedule that everyone likes can be next to impossible. It’s a busy time of year and many employees would like to spend at least some of the holiday season relaxing with their friends and families. When it comes to creating a schedule that your .

Tim Whiting of Opinionlab recently wrote a great article about tapping into the Voice of the Customer (VoC) when delivering an optimal website redesign. While the article is specific to website redesign, it applies to any area of your business where you’ll have customer contact. Customer relationships are the key to any successful business, but they’re the.

Holiday season is upon us and this means an increase in sales and customer contact. While many departments of your business will feel the stress of the holiday season, contact center agents are the first line of contact with your customers, so it’s important that they maintain the highest customer service standards - no matter how busy they may be. Here are a few.

Employees are the heart of your contact center, yet too often, they’re disengaged and dissatisfied. When this happens, performance drops - and in turn, so does customer service and your bottom line. One way to help keep employees on task and at the top of their game is to implement workforce optimization and management software. Workforce optimization and.