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Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next

Chances are you have pivoted toward remote agents, and maybe not by choice: Most organizations were forced into work-from-home situations. You scrambled and had...

The Consolidation Trend Will Further Hurt Quality in the Contact Center

I was talking to Jay Minucci, a long-time industry veteran, consultant to the industry, and contributor on these pages. He was telling me about...
Excel trick for counting days

WFM Excel Trick for Counting Days

I am a workforce manager, which means I need to count days for many reasons: payroll days for my staffing models; working days, so...