Blackout Periods

“The pandemic taught us all how to work differently. This includes call centers, which have had to adapt to managing agents from afar. The change in the work environment requires new behavior, precautions and methods to measure call center performance. In order to...

“Situational interview questions are hypothetical scenarios presented by interviewers to assess how candidates might handle specific work-related situations. Unlike behavioral questions that ask about past experiences, situational questions focus on potential future...

“Disengagement often indicates that employees are dissatisfied with some aspect of their jobs. According to research from McKinsey & Company, even mild disengagement can lead to dissatisfaction that prevents team members from going the extra mile to help their...