Monitoring Quality on Fast Forward
By Kathryn E. Jackson Ph.D. and Deborah Royer When the call center industry began 30 years ago, we didn’t measure much of anything – we … Read more
By Kathryn E. Jackson Ph.D. and Deborah Royer When the call center industry began 30 years ago, we didn’t measure much of anything – we … Read more
Connections Magazine is pleased to offer the following call center directories to help others find information about your operation. Should your call center be listed … Read more
By Chris Twigg There has been much hype lately about the growth of offshore outsourcing and an increasing number of success stories. But the number … Read more
By Carmen Maldonado An alternative to language interpretation or bilingual outsourcing for simple and basic communications is to handle it in-house. Carmen Maldonado of A-1 … Read more
By Peter Lyle DeHaan, PhD “You need a hobby,” my wife exclaimed in exasperation. I don’t recall the circumstances, but it is safe to assume … Read more
By Joan Mullen From the questions that have come across my desk over the past few weeks, it is obvious that the proposed revisions to … Read more
In the April issue of Connections Magazine we covered language interpretation services. These are large call centers that employ bilingual and multilingual reps who perform … Read more
The Beginning: Now headquartered in Enid, Okla., CadCom Telesystems was founded in 1984 by a group of Lockheed Aerospace development engineers in Marietta, Ga. Building … Read more
By Steve Michaels The following is an ongoing segment featuring real life telemessaging industry transactions. This month’s installment explores what can happen when your employees … Read more
By Nicole Davis The average citizen doesn’t want to chat with convicted felons. So the idea that prisoners might call our homes to ask us … Read more