When contact centers sent their employees home to work, workforce optimization/workforce engagement management tools helped ease the transition.
Donna Fluss //
10 Jan 2022
The difficultly in hiring agents worsened during the pandemic because many companies didn't have the procedures in place to hire remote employees—and it's getting worse now with agents being asked to return to the office
Donna Fluss //
19 Oct 2021
Virtual reality, mixed reality, and augmented reality will be game changers for sales, marketing, and customer service.
Barton Goldenberg //
08 Nov 2021
Customer and employee experiences are intertwined, and the programs for each should be too.
Patrick Gibbons //
02 Nov 2021