Customer Experience News & Trends

3 ways to cut turnover

Contact centers struggle with turnover. But before you put a revolving door in your lobby, try these three techniques to cut attrition.

Everyone hates the schedule – now what?

You go to great measures to create a fair schedule in your contact center — and agents still complain about it. Here’s what to do when they hate the schedule.

8 ways to stop bad scheduling

If you operate on a feast-or-famine schedule – either too many calls, not enough people or too many people, not enough calls – here’s what you need to do now.