When you manage hybrid or remote workers, tracking employee activity can sometimes be challenging. To get real-time visibility, you may have considered live screen monitoring software. However, you’ve probably found that it has more flaws …
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No matter where your team works, tracking employee time is crucial for managing costs and planning projects. If you’re exploring a new work model or growing your team, it’s worth rethinking your time tracking system …
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The BPO industry is booming, but many outsourcers still need help growing their company. Scaling beyond 1,000 seats is something that relatively few BPOs achieve, but it’s entirely possible as long as owners are prepared …
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As a call center manager, you’re constantly trying to strike a balance between scheduling enough agents to handle calls and keeping your staffing budget as tight as possible. To hit your call center KPIs (key …
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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 pay up to 10% more for great service. However, creating a better …
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Long wait times, unhappy customers, disengaged agents, and high turnover: call center problems can have cascading effects that significantly impact your bottom line. Whether you manage a single call center or oversee several outsourced contact …
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Hey there, welcome to the new normal! In our fast-paced, always-connected world, the traditional 9-to-5 office grind is quickly becoming a relic of the past. Enter the hybrid workforce, a dynamic blend of in-office and …
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Providing a customer experience that’s consistently superior isn’t always easy with a distributed team of call center agents. If you’ve tried introducing customer service policies without having the right tools in place, you might have …