The future of the outsourcing industry remains bright after wrapping up 2021. While the last year was another strange year given the ongoing concerns over COVID-19, it also saw areas of tremendous growth, opportunities to…
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Even before the COVID-19 pandemic forced millions of contact center employees around the world to transition to a work-from-home model, technological advancements had made remote work an increasingly viable option within the industry. But while…
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Customer sentiment is quickly becoming one of the most important metrics for any contact center to track. It helps contact centers better understand the opinions and emotions of their customers so that they can improve…
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In what’s being dubbed ‘The Great Resignation,’ millions of Americans are quitting their jobs in favor of flexible work arrangements. Experts believe that this unprecedented migration of workers is a direct result of working from…
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The idea of “Work-Life Integration” is trending. You may have seen leaders discussing it on LinkedIn or read think pieces about it in major business news publications. The concept assumes that the binary pursuit of…
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For many first-time remote workers, the ability to work from home has had some serious advantages. Remote work means no long commute, fewer workplace distractions, and more free time to spend with friends and family.…
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Metrics are a crucial part of managing any efficient and profitable remote or hybrid call center. Key performance indicators (KPIs) can help leaders gauge and benchmark the center’s performance across many important elements of the…
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A solid work-life balance is an essential element of employee well-being. If you’re an employer, it’s something you should not only care about but actively encourage your employees to improve and maintain. Study after study…