As a contact centre manager, how can you keep on top of how well your agents are performing?

** PRESS RELEASE - Wednesday 12th May 2021 ** 

 

One of the biggest challenges Quality Assurance teams face today is managing their time effectively. Under pressure, under-resourced and often under-valued, being responsible for running a Quality Assurance programme in any organisation can be a...

SaaS vendors unite! “No one gets sacked for buying…..” There was a time, not so long ago when contact centres bought all their contact centre management and workforce optimization software from one of the big boys. NICE, Verint, Avaya, CISCO,...

Is your team having conversations with customers through Intercom? Relying on reactions and customer feedback alone can be a risky business.