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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 …

Are your remote or hybrid teams actually working during their shifts? Or are they clocking more idle time and less active time? You don’t know the answer unless you review their completed tasks or check …

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 …

Running a business today is a tough gig. It’s fair to say that the combination of two global economic catastrophes in two decades, rising inflation, increasing competition and widespread employee disengagement has business leaders looking …

Have you ever been in the middle of a task when a chat message, buzzing phone, meeting invitation or news alert broke your flow? It’s hard to get going again after a distraction. And that’s …

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 …

A flexible work policy can enable your hybrid team to be their most productive while on the clock. However, managing both in-office and hybrid teams can be tricky, especially without a reliable system for overseeing …

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 …