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Call Center Work Environment Study

A Few Findings from Our Work Environment Survey

When you get down to it, the “big things” affecting agent job satisfaction rarely differ from one organization to the next. Wherever an agent...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in May

Our top 5 most-read posts in May offer valuable insights, recommendations and tips on managing contact center people, processes and technology. Dive in to...
The Ugly Truth About Customer Service Agent Occupancy in the Call Center

Punctuality Is the Soul of Business

I found this idiom online at The Free Dictionary. The expression was coined by Canadian politician Thomas Chandler Haliburton, and its definition is pretty...
Top-5-Contact-Center-Blog-Posts

The Top 5 Posts in May

Our top blog post in May focused on an age-old challenge for many contact centers—schedule adherence—and offered tips for creating a culture that promotes...
Coffee Anyone

Coffee, Anyone?

If you are a WFM Scheduler and need a quick way to boost employee morale, try out a test-run of offering three 10-minute breaks...