Prevent Fires with a Real-Time Frontline
What’s the difference between tactics and strategy? Strategy is what you are trying to accomplish, where tactics answer the question...
What’s the difference between tactics and strategy? Strategy is what you are trying to accomplish, where tactics answer the question...
In the past 40 years of working with contact centers, I’ve seen a lot of change. The technology in today’s...
We’ve always done it that way – and that’s the problem. It’s a common scenario. A large, global outsourcer with...
Companies typically outsource their contact center operations for two main reasons: to improve service levels or to decrease their costs....
For BPOs, it’s all about delivering an excellent customer experience while making a profit. It’s not an easy job. Often,...
How do you drive contact center innovations and implement change? The answer is – not easily. Contact centers are set...
Metrics play an important role in every contact center. But when it comes to profitability, what are executives most concerned...
The outsourcer’s role of handling a client’s customers for them is unique – and this relationship brings its own set...
With most of the contact center executives I talk to, there is typically some confusion about the difference between intraday...
In an earlier blog, I talked about the challenges faced by call centers in the mid-1970s and how technology has...
