“For decades, contact center and workforce management software have been essential but separate components of a well-designed customer service operation,” said Sheila McGee-Smith, President and ...

RingCentral dials up native workforce management with the acquisition of CommunityWFM RingCentral is a leading global provider of cloud-based business communications and collaboration solutions that ...

Offer both voice and digital self-service capabilities to your customers with intelligent virtual agents (IVA) powered by conversational AI. Serve customers 24/7 on any channel with intelligent ...

Meeting fatigue (or meeting overload) isn’t new to the workplace, but remote and hybrid work have made it a lot harder to avoid. With a hybrid workforce, many leaders think that they need more ...

As a manager of a small business, your resources are limited. You can’t justify hiring a whole sales team and often are doing a large chunk of your company’s sales—if not all of them—on your own.

Call centres play a big part in the UK’s economy. There are around 926 businesses in the sector, employing close to 1.3 million workers. That’s around 4% of the entire workforce. Call centre staff ...

You’ve probably heard of the importance of nonverbal cues and body language when you’re communicating with someone, whether that’s in a business meeting or a conversation with a friend. But do you ...

Got a problem with turnover at your startup? You aren’t alone. Startups tend to have one of the highest rates of turnover in any industry. What causes this problematic attrition? Is there anything you ...

It’s a good time to be in the market for a new customer contact center for your business; never before have there been so many platforms to choose from. But how do you know which one is the best fit ...

To achieve that productivity, though, you have to measure it. If you don’t measure your team productivity, how will you ever know if they’re working as efficiently as you hope? The only way to truly ...

Communication is a vital factor for your business. You rely on efficient communication to link your business with your customers, your suppliers, and also internally with other teams and colleagues.

the definition of planning in management, 10 compelling reasons why planning in management is so important reasons why some managers fail and others succeed in planning effectively. By understanding ...