To find what works best for most contact centres, we asked our readers: how far in advance do you publish your shifts or schedules to employees? 

Customers are highly empowered and digitally savvy, with ever-increasing expectations which make them unforgiving when they receive poor customer service. This white paper looks at how transitioning to an omni-channel operation can help the success of your business and deliver […]

This report shares the state of intraday WFM and planning in the contact center. It is intended to equip contact center leaders with business intelligence and market data to consider when evaluating or evolving their own intraday WFM practices.

Cybercrime is on the rise, and in a business environment where customer calls are ever more sensitive, making valuable conversations secure is vital. Read how Jabra meets this challenge head-on, taking communication security to the next level with the Engage […]

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