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Making timely decisions with limited context in a rapidly changing environment. Welcome to today’s business paradigm where ‘standing still’ can be just as damaging as (or worse than) making the [...]

At the heart of even the most technology-driven contact centre is its people. Knowing how to manage them can play a big role in determining the effectiveness and efficiency of your contact centre.

Picture this. A team leader comes in early before the team and starts to plan the day. They download reports and discover that a range of critical items are now outside service standard. “But I [...]