Insightful and informed store associates are essential to improving in-store customer engagement and positive brand experiences. Yet many retailers are unable to effectively serve their shoppers, as ...

Many contact center agents come, and then they go. It’s the nature of the role, especially for staff positions —job satisfaction is elusive and the work experience not to agents’ liking. For their ...

In years gone by there has been a degree of skepticism, especially from those in control of the company purse strings, about workforce management (WFM) tools, perhaps born from a mix of myth and ...