Workflow efficiency
How to build a QA scorecard: Examples + template
A QA scorecard can help you reduce customer churn and boost agent performance. Learn why it’s important and download our scorecard template below.
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9 min read
21 ways to improve team productivity
Follow these 21 tips to improve team productivity and keep your team running like a well-oiled machine.
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8 min read
Workforce optimization: The ultimate guide for 2025
Workforce optimization makes processes more efficient and employees more productive and gives more flexibility to your bottom line. Learn more about it below.
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9 min read
Intelligent automation (IA) benefits, components, and examples
Olivia is a customer service agent at a bustling, understaffed customer service department.
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6 min read
23 workforce management metrics to optimize your operations
From head count to average handle time, here are 23 workforce management metrics you can use to understand your business better and hit your performance goals.
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1 min read
What is a workforce manager? (+ How to become one)
Workforce managers bring workforce management initiatives to life and ensure processes hit peak productivity. Learn more about these managers in our guide.
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1 min read
Workforce planning template: 7 examples + tips
Even the best strategy can fail without a comprehensive checklist. Check out our seven workforce planning templates to nail your organizational strategy.
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2 min read
Introducing the newest way to keep track of your agents' activity
Agent Activity provides real-time Intraday monitoring that showcases what agents have been working on throughout the day as well as their current activity.
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