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Call Center Workforce Management

NobelBiz

Based on a NobelBiz Webinar (Call Center Talent Acquisition & Hiring for Success) , this article aims to understand what the call center workforce market looks like in the present day and provide practical solutions for achieving proficient hiring, training, and workforce management processes.

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Facing the Future of Contact Center Employee Engagement

Verint

When I probed with a technology question to one of the interviewees, the CEO of a large outsourcer, his response was, “Technology is easy. Clearly, employee engagement is of paramount importance to an overwhelming majority of contact center executives today. People are the hard part.”.