Site selection requires a delicate balance between a strong workforce pool, market competition and operational supportability.

Ever wonder aloud where your agents are? Rostered staff factor (RSF) or shrinkage calculations can help.

Key performance indicators should be just that: indicators — not drivers. Unfortunately, too many call centers use KPIs as performance drivers, wreaking havoc on agent performance and morale and, ultimately, customer satisfaction.

Saving our star performers takes a solid plan and lots of time and attention to proven people practices.

Proven tactics for getting agents in their seats and keeping them there.

Think you’ve got the call center agent's profile down pat? Think again.