You’ve trained a team of call center representatives, perfected your standard operating procedures (SOPs) and service-level agreements (SLAs), and successfully signed contact center clients. You’re ready to take on new contracts and scale your business …
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Do your employees always seem to be working hard, yet their total billable hours remain low? Tracking your employee utilization rate is essential for service providers that need to optimize resources and improve profitability. Not …
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For the last 40-50 years, forward-thinking organizational leaders have been working hard to reform top-down organizations into places where democracy and collaboration set the pace of progress. Employee empowerment has become non-negotiable. However, one area …
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The potential of AI has recently received a lot of attention in the field of workforce management. A new article or blog post on how AI is changing the way we work appears every day, …
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When managing a distributed team, using a time tracking tool is a no-brainer for monitoring employee hours and attendance. But what if your employees work offline or lose their internet connection? Offline time tracking software …
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In the tight labor market that most of the world is experiencing, talent retention is absolutely critical. However, leaders still need to ensure that all employees are productive and engaged. Retaining ‘bad apples’ just because …
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Remote work has become an essential part of the modern workforce, and behind the scenes, there are unsung heroes making it all possible—business process outsourcing (BPO) companies. In a recent podcast interview, Liam Martin, the …
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To run a contact center that’s both efficient and cost-effective, you need to align people, processes, and resources with the company’s key business objectives. Workforce management (WFM) is crucial for the success of any call …