Managing performance in your contact center is strenuous, but essential to organizations. And this past year monitoring performance has become even more complicated as teams have shifted to a hybrid or fully remote work environment. Reduced or stricter budgets as well as limited staff and [...]

Last year at this time, no one had even the slightest idea what 2020 would bring. Many of us were excited for the turn of the decade, optimistic about new adventures and experiences to come. And then quite suddenly, all of our lives drastically changed in a matter of weeks, and things [...]