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Another encouraging dispatch from the RFID front: Nearly three-quarters of second-generation RFID users report better read rates and are more confident that their technology won’t soon become obsolete.

Direct marketing organizations, like all businesses, have been collecting I-9 information since the original Immigration and Reform Control Act (IRCA) of 1986, which made it illegal for employers to knowingly hire unauthorized workers. Although your attention may be focused on your hourly workers

The role of workforce management software is to use historical data to predict the future, creating a reasonably accurate forecast of workload and a schedule for staff which matches it. Generally, the historical and even real-time data comes from the ACD or from the reporting system associated with the ACD. The advent of third-party routing systems is changing the configurations required to support accurate forecasting and scheduling.

Achieving the highest-quality customer service is an exercise in vigilance. Having the best people, cutting-edge technology, and time-tested protocols is certainly helpful. But true excellence requires continuous measurement, tracking, and research.

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To hire and retain the optimal workforce, some companies invest strategically in becoming an