Most companies measure their success on a quarterly basis from the amount of revenue produced subtracting out costs. This yields...

Most western nations are highly advanced industrially and technologically. With industrialization of these countries came mass production and the assembly...

A common statement I have heard for the past 20 years is “Why do companies promote the best engineers into...

In a previous blog post, I outlined the four basic steps to begin to implement a return on investment (ROI)...

As a call center expert, researcher and academic a common question I receive (probably two or more times per week)...

Before a call center creates a strategic plan, mission or vision, one of the first activities should be to conduct...

Let me tell you a story of two call centers. Both have similar operations, both similar employees and both serve...

The old adage of “The customer comes first” or “The customer is always right” comes from the belief that if...

All of the experts say that the cornerstone of a long and successful marriage is communication between the partners. This...

Technology is a great and wonderful thing. The best thing about technology is that it frees up humans to do...