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How AI Can Make the Holidays Bright

The winter holidays aren’t always “the most wonderful time of the year” for the contact center. Time-off requests and spikes in call volume, especially...
Training your seasonal contact center agents

The Secret to Training Seasonal Agents

“They are just temps,” said one contact center manager describing his seasonal agents. “They will be gone in a couple of months!” That condescending...
Contact Center Holiday Season Staffing

Seasonal Hiring

HAPPY SUMMER! It’s still hot, people are enjoying summer activities, picnics, festivals, vacations and barbecues, but for many contact centers, our season has arrived....
Underutilized Metrics

Managing Seasonal Call Volume

It’s every contact center’s mission: Making sure that the right resources are in the right place at the right time. Things get a little...