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Lessons Learned on the Road to Customer Service Improvement

Learn More About Alberta Pensions Services, 2017 ICMI Global Contact Center Award Winner for Most Improved Customer Service “Nice work on improving FCR scores. It’s clear that this team is forward-thinking, thoughtful,... Read More

Are Robots Killing Customer Satisfaction?

Throughout history, humans have distinguished ourselves by having powerful, passionate, and sensitive conversations with one another. We’re “programmed” to understand sentiment and ask nuanced questions to discover the root of a problem.... Read More

Troubleshooting Schedule Anomalies

It’s not always clear why a schedule goes wrong or why some agents get schedules and others don’t.  Troubleshooting a schedule run is a similar process no matter which WFM application is... Read More

How to Leverage Technology to Overcome Common Contact Center Challenges

Learn more about Jacada, winner of the 2017 ICMI Global Contact Center Award for Best New Technology Solution “Great concept that definitely meets a need within the industry. What’s done particularly well?... Read More

Your Customer Service Agent is on Vacation, But That's Okay

In many areas of the world, Fall is the loveliest time to travel. It’s less crowded than Summer, there are so many beautiful colors in nature, and the weather is usually cooperative!... Read More

How VRI Has Changed the Face of Healthcare

In the field of healthcare, new technology pushes advancement in terms of care, heightened patient engagement and elevated patient-provider communication. One such technology is video remote interpreting (VRI), which has significantly impacted... Read More

The Worth of Words: Why You Shouldn't Neglect Online Reviews

The ability of customers to express their opinion about a business online has had a huge impact on reputation marketing.  In fact, 84% of customers trust reviews as much as personal recommendations.... Read More

Creating Cyber Security Strategy That Facilitates Security and Productivity

For organizations to control access to their most sensitive information, it’s critical to establish specific policies and procedures. A good cyber security strategy should consider the people and processes it impacts as... Read More

Grab the Remote: Time to Change the (omni)channel

If you’ve ever spent more than 15 minutes on hold with a customer service representative, you likely understand the frustration that brews during the wait. Add any other complexity on the road... Read More

The Evolution of Self-Serve Customer Service

Ever have one of those days when you simply don’t want to talk to anyone? That day inevitably coincides with the renewed urgency of the task you’ve been procrastinating over: calling customer... Read More

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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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