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Giving Tenure Vs. Merit Increases Erodes Productivity in Your Agents

For many of us, this month marks the time of year when yearly numbers start coming in. We get to find out how good...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in May

May is generally an event-loaded month for the industry. It’s also a time when blog readership spikes. This month, we saw a great deal...
The Economics of Your Contact Center

Don’t Ignore the Economics of Your Contact Center

Fair warning: Reading this article could be painful for you. Not dentist-root-canal painful, more like exercising-again-after-taking-a-longer-break-than-you-should-have painful. But it may also give you a...
Frontline Customer Service Call Center Agent Pay Rising

Frontline Agent Pay Rising

The tightening job market and an increase in the minimum wage have contributed to upward pressure on agent pay. In the last 12 to...