Summary: Research suggests all of this excess work isn’t good for anyone, employers included. So why are so many companies still encouraging it? And when companies do claim they are…
Profit and Loss Statement (P&L) basics for Contact Center Leaders ( PART 1)2021-01-20T09:52:28+05:30
Communication platforms have immense potential for use in eLearning; they add an enhanced level of communication features that so many LMS crave. Here are 5 reasons why I believe you should start using communication platforms alongside your LMS.
Utilization Rate in the Contact Center2020-12-21T02:36:38+05:30
KPI that help us to understand how our labor cost gets impacted by focusing on our agent’s productivity. UTILIZATION is a concept that oftentimes gets misunderstood and even confused with OCCUPANCY. If you haven’t checked my previous article about Occupancy, I encourage you to scroll to the bottom of the page and learn more about this other concept.