In the first quarter of 2012, we surveyed workforce management professionals to learn more about the goals and challenges that...

The manner in which customers start and end their interactions with you have been proven to be a large part...

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

How do you use your customer feedback to help change the course of your business? Inside your call centers you...

Customer satisfaction (C-Sat) measurement isn’t about arriving at an accurate number or percentage; it’s about capturing customer sentiment and acting...

I recently attended a large conference for contact center professionals where the most common question I heard – after “Who...

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

How you engage your team in knowing and understanding the lives of your customers, and what they may have been...

Strewn with such odd terms as Erlang C, rostered staff factor and trunk load, it’s no wonder that workforce management...

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