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Workforce Automation: The Strategic Savings Solution

As one customer recently shared in a G2 review, “We have realized millions of dollars in savings by not only taking advantage of offline...
Absenteeism in the Contact Center

Absenteeism Is a Pain

Absenteeism is a pain, we all know that. According to Benchmark Portal, absenteeism equates to 6.48% of all scheduled hours in a contact center....
Joy to the Contact Center World

Joy to the World… 10 Wishes for 2018!

Happy Holidays! I am taking some idiom liberties in this last month of 2017. “Joy to the World” isn’t exactly an idiom, but it...
promoting a culture of attendance

Showing Up: Understanding & Improving Attendance

Consider for a moment how much you invest in your agents. Salary and benefit costs are obvious. But don’t forget recruiting, hiring and training....