Human Resources

We present to you a comprehensive global study on contact center agent sentiment. This all-encompassing report on the contact center market provides valuable insights into what agents working in outsourcing companies truly experience. It highlights their challenges…

Absenteeism in contact centers, where most agents work remotely, is one of the key challenges affecting business efficiency. Unplanned or unjustified absences can disrupt team operations, lower customer service quality, and increase the workload on colleagues. This issue is…

The work of a contact center agent requires not only communication skills but also endurance, stress resistance, and the ability to quickly adapt to changes. Global business realities dictate new service standards: customers expect a personalized approach, prompt resolution…

Telemarketing is more than just making phone calls. It’s a true art of persuasion that requires not only natural talent but also constant self-improvement. A successful contact center agent working in phone sales must be a master of argumentation, an attentive…

In a world where competition grows fiercer every day, companies are searching for new ways to attract and retain their employees. Gamification is precisely the tool that can transform an agent’s routine tasks into an exciting adventure. In this article, we will explore…

A recent study by Mercer, a consulting company, regarding employee turnover in the U.S. and Canada revealed that call centers and contact centers face an annual turnover rate of nearly 40%, compared to an average of 13.5% across industries. Why are these industry numbers so…

Much has already been written regarding the automation of call centers. In example, you can read a popular piece on our site called “Will AI Replace Contact Center Agents?” However, today we’d want to look at the situation from a somewhat different…

Planning and efficient management of employees’ working hours play a crucial role in the operation of a call center. To ensure a continuous process of quality service, it is essential to have appropriate tools that structure the work of agents and ensure that there is…

In a dynamic and customer-centric call center environment, the workforce management (WFM) system is a critical factor in ensuring operational efficiency. We offer you a detailed analysis of what workforce management (WFM) is, its fundamental role in call center workforce…

The full-scale war that began on February 24, 2022, in Ukraine, has definitely affected all aspects of our lives, including those related to work. As of the beginning of June, thanks to our Armed Forces and all defenders of Ukraine, most areas of business in relatively…