When people say they work 40 hours a week, are they really working 40 hours—or are they spending a lot of that time waiting on colleagues to respond to emails, chatting with coworkers, and wasting ...

Sam Williams, telematics data analyst for William A. Hazel, Inc., explains how she used machine data to improve the company's idle time. That rate had been below industry standards and is now above ...

As No Jitter (NJ) previously reported, contact center agent burnout can be attributed to one (or more) of these three types of customer calls: calls with high emotion, calls with high urgency and ...