Back to Basics
By Nancy Friedman It’s a well known fact. That first voice you hear when you call a company sets the tone, makes the first impression, … Read more
By Nancy Friedman It’s a well known fact. That first voice you hear when you call a company sets the tone, makes the first impression, … Read more
By Don Vena Since the Americans With Disabilities Act passed in 1990, more than 50 million Americans living with disabilities have been affected in various … Read more
By Penny Reynolds One of the most critical steps in making and receiving customer calls is deciding not just how many agents will be needed, … Read more
By Ron Beilin and Paul DelFino Over the years, we have seen the frustration, anxiety, and compounded challenges that small business entrepreneurs experience in managing … Read more
By Joseph Sefcik Have you ever reflected on a new hire and said to yourself, “I made a mistake in hiring this employee?” If so, … 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
By Malcolm C. McCulloch, Ph.D. How many times have you recruited an exciting candidate for your contact center, only to have the person walk away, … Read more
By Steve Clover A robust economy is a mixed blessing for the small business owner. Capitol is abundant. Interest rates are low. Your customers are … Read more