Maintaining Customer Focus and Investing in Agents During the Busy Holiday Season

Christmas lights twinkling on every house and Christmas music playing in every business make me want to remain at home, watch It's a Wonderful Life, and avoid doing work. Is it just me? No, I don't believe so.

It makes …

Changing Workplaces

Opening an article with the phrase "the world of work has changed since the global pandemic" may seem cliché, but it's true. Since the worldwide pandemic, the workplace has altered dramatically.

Many salaried and tech employees have been compelled to …

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