Every contact center has unique reporting needs that depend on the line of business. This reporting tool helps to understand KPIs at a...

This paper studies the link between working hours and productivity using daily information on working hours and the performance of agents...

We exploit variation in the number of hours worked by the same employee across days and weeks due to central scheduling, enabling us to...

With Wix Blog, you’re not only sharing your voice with the world, you can also grow an active online community. That’s why the Wix blog...