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4 Tips for Reducing Agent Churn

People Management

There is a lot of attention focused on the customer experience, which is great, but...

The Stats Behind Chat: It's Popular and Growing


Is Chat the New King of Customer Experience?


Start the Day Like John Steinbeck

Learning & Development

QueueTips Q&A Forum

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General Information About Nike Designer AirMax in

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Contact Center Training & Events

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Webinars & Whitepapers

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Why Self-Service is the Secret Sauce for Customer Satisfaction

Webinar – Dec 10 – Register Now!

As the bond between consumers and technology grows more intimate, it becomes increasingly important for...


6 Reasons Why the Modern Contact Center Must...

Multichannel Contact Center


3 Secrets to Customer Experience
Success in 2016

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Myth Busting in the Contact Center

Customer Experience

If your organization has multiple centers to support 18-24 hour live service across all time zones, how do you schedule agents?

All agent schedule options are represented in all centers regardless of the centers’ time zone.
All agent schedule options are aligned with the centers daylight hours (i.e. an East coast center might schedule agents between 6am – 8pm EST).
A combination: all centers offer all schedule options for 18 of 24 hours and one location covers the 3rd shift.
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