As physical office locations slowly begin to re-open, organizations are faced with managing agents in both physical and work-at-home (WAH) environments. In this on-demand webinar, J.D. Power and ...

AI agents proliferate, but oversight tools remain designed for human-only workforces. Talkdesk on March 10 announced the CXA Operations Center and enhanced Interaction and Quality Analytics to help ...

Managing a workforce of call center agents around the world in the new hybrid working environment called for a change of approach. Agent engagement and empowerment, simplifying the coaching process, ...

Managers often complain about hybrid employee procrastination resulting in missing deadlines and task delays, when compared to their in-office colleagues. Research by Microsoft, which surveyed 20,000 ...