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Software Implementation


Hello, Here in the next few months we will be implementing WFM/QA software through Calabrio....


Chat with Author Dan Gingiss

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Characteristics of Best-in-Class Contact Centers

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Hiring & Recruiting on a Budget

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Internal Help Desk

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Contact Center Training & Events

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Your CRM Isn’t A Silver Bullet: Customer Engagement Strategies That (Actually) Work

Webinar – Sep 14 – Register Now!

With an affinity for smartphones and messaging apps, consumers are changing the way they engage...


TREND REPORT: The Buzz Behind Omnichannel: Insights for...

Multichannel Contact Center


People, Process, & Technology in the Contact Center:...

Sep 7 – Register Now!


TOOL KIT: The Fundamentals of Effective Workforce Management

People Management

Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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