The holiday shopping season has peaked and now the “return season” is in full swing, and that means it’s anything but […]
We’ve always done it that way – and that’s the problem. It’s a common scenario. A large, global outsourcer with […]
In today’s crowded telecom market, customers have plenty of choices. As service and technology offerings have become virtually indistinguishable, the customer […]
The truth is, customers don’t care if you are understaffed. Disruptions or deviations from the day’s forecast will always occur. […]
The Definition of Herd Mentality In business and in life, there’s this crazy notion of the herd mentality. What is […]
As contact center environments have become more complex, strategic business leaders are looking for innovative ways to spend less and […]