Trevor Clark is the Founder and CEO of ShyftOff, a flexible, on-demand outsource solution for contact centers and customer support teams. Outsourcing is a strategic decision that many contact center ...

An omnichannel contact center enables businesses to engage with customers across multiple platforms—voice, chat, SMS, email, and social media—painlessly and consistently. Rather than juggling ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...