In this article, we’ll share why data is critical to improving issue identification and resolution in the globally distributed contact center.
When operating a contact center, it can be challenging optimizing staffing levels. Too many agents on a shift can eat into profits. Too few can negatively impact the customer experience. And when you’re managing staffing levels across multiple, globally distributed contact center partners, the complexity escalates. Between technical debt inherited from contact center partners, manual […]
Do you have access to clean data? Find out why data access, cleanliness, and aggregation are vital to a globally distributed contact center.
Running a globally distributed contact center can be incredibly complicated. Discover four common issues and areas to assess to help you improve workforce optimization.
Supplement your 2022 IT planning with insights around cloud migration, automation, data analytics, organizational design, and outsourcing.
Keep your teams functioning at their best by taking a continuous improvement approach to organizational design. This article explores benefits and best practices.
In this article, find out how machine learning streamlines the management of globally distributed customer support partners.
To stay competitive, organizations must embrace innovation. Find out how to access highly skilled IT engineers without increasing headcount.
Not sure if managed services is the right fit? Here are four signs that you need a managed services provider.
Find out how professional services, managed services, and staff augmentation compare—and which is the right service model for your business.