The COVID-19 pandemic accelerated a shift to hybrid and remote work that many business leaders saw as inevitable. There’s a lot of data about the uptake and effectiveness of ‘going remote’, and the message is …
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Workforce analytics is the process of gathering employee time and activity data and reviewing it to find ways of increasing productivity and improving engagement. That means it’s crucial for analyzing performance, spotting trends, and making …
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Retaining good employees should be a key effort for all organizations. Replacing employees is costly. Searching for new talent requires significant internal time, not to mention the cost of placing job ads, paying job board …
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Starting a virtual call center requires both upfront costs that you pay once and recurring fees you pay each month. First, let’s detail each of the initial and ongoing costs. Initial setup costs run between …
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A healthy work-life balance is something everyone strives for. Employees with a harmonious work-life balance are more satisfied in their jobs, more productive at work, and more fulfilled at home. But finding that balance can …
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What would you change about how your company operates? Nobody’s perfect, not even the world’s top CEOs. No matter how big or well-managed, every business can be improved in some shape or form. Bosses, managers, …
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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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Are your employees engaged at work? Chances are, they’re not. Data shows that only 32% of the American workforce is engaged in their work. That leaves a whopping two-thirds who feel some level of disengagement …