If you're managing some type of customer support operation or contact center using spreadsheets, shared drives, and a mashup of single-purpose solutions, you're fighting an uphill battle.  

These...

An employee performance dashboard can be incredibly useful for getting an “at-a-glance” view of how your team is doing when it comes to meeting their performance goals (or, if you want, their process...

Does your data show that employees are missing their targets? Consider if this is due to them underperforming or poor performance management within the organization. Effective performance management...

An effective contact center relies on the hard work and dedication of its team members. In order to help call center employees succeed in their roles, it's crucial to provide them with tools,...

Every organization has departments, processes, and goals. They also usually have key team players who help them run like a well-oiled machine. Their go-to individuals who know when something was...