Customer Experience News & Trends

Struggling to handle workload? Try these 4 workforce management best practices

Knowing how many agents to have available to help at any given time is a marriage of art and science. Here are four proven ways to master that marriage called workforce management.

4 keys to recruiting the best agents out there

When you must hire, you want to bring on agents who will mesh with your existing staff, bring something new to the table and be productive. These recruiting tips can help.