Run Operations
How to staff, schedule, train, and measure a contact center that runs smoothly and keeps customers happy.
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Staffing and Scheduling: How Many Agents Do You Need?
A plain-language, step-by-step guide to forecasting contacts, calculating how many agents you need, adding shrinkage, and building a schedule that works.
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Knowledge Bases and Call Scripts
How to build a knowledge base agents actually use and call guides that sound natural: how to structure articles, keep information current,…
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Training and Onboarding New Agents
How to train and onboard new contact center agents so they become confident and productive faster, and stay longer: what to teach,…
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Building a Quality Assurance Program
A step-by-step guide to building a quality assurance program that improves customer experience: defining standards, designing a scorecard, sampling calls, calibrating reviewers,…
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Process Improvement for Contact Centers
A practical, step-by-step approach to improving contact center processes: how to find the real causes of repeat calls and long handle times,…
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How to Read Your Contact Center Dashboard
Which contact center numbers matter, what they’re telling you, and how to turn a dashboard into better decisions, explained in plain English…