Turning Business Challenges into Opportunities
By James Dawson All businesses have challenges, regardless of how successful they are. Some may experience challenges with communication, while others may experience challenges with … Read more
By James Dawson All businesses have challenges, regardless of how successful they are. Some may experience challenges with communication, while others may experience challenges with … Read more
By Peter Lyle DeHaan, PhD About six years ago, I made a presentation at a trade show about CRM (Customer Relationship Management). When I was … Read more
By Cindy Graham We have heard a lot about personal information getting into the hands of identity thieves. More and more people are taking steps … Read more
By L. Claire Rudyk Multi-corporate-culturalism. In the contact center business, we experience it all the time. So how can multiple corporate cultures coexist happily and … Read more
By Eric Camulli When you implement skills-based routing in your contact center, you are trying to put your best foot forward. The idea is to … Read more
By Trudy Nyden and George Lemmond If your competitors tapped into your call center, what would happen? If they would listen, learn, and act: It … Read more
By Luke McNally Customer relationships often hinge solely on the performance of contact center agents, but who are these people on the front lines? How … Read more
By Paul Jenkins As the call center market continues to grow globally, companies are fast coming to realize just how much money is invested in … Read more
By Steve VerBurg Three months ago, I was speaking with a customer who was distressed about losing her best third shift agent; the agent’s husband … Read more
By Sharon Grossman Tired of juggling long commutes and a family life, Will Burkhamer used to take nearly two hours to get from his home … Read more