call center

Creating a Call Center Agent Performance Scorecard: A Five-Step Formula

Business / 09/09/2023

In today’s competitive business landscape, providing a superior customer experience is more important than ever for high-performing call centers. Customer-focused companies are 60% more profitable, and happy customers are willing to pay up to 10% more for great service. However, creating a better customer experience can be challenging when you lack the right tools to […]

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Mastering Call Center Staffing: The Ultimate Workforce Management Handbook

Customer Service / 09/09/2023

In order to run a contact center that is efficient and cost-effective, it is crucial to align people, processes, and resources with the company’s key business objectives. This is where workforce management (WFM) comes into play. However, building out a WFM function can be challenging without the right tools and frameworks in place. In this

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