When an unhappy customer calls, does your frontline have “permission” to do the right thing? Learn how L.L. Bean continues...

Last night you were given a mandate by senior management to “do less with more” in your contact center. You...

In Part 1 of this blog post, we delved into the mysterious force of idle time (a.k.a. ‘Dark Matter’) and...

We recently partnered with Unisphere Research on a project to help shed light on the state of call center productivity....

A new automobile plant can cost upwards of $1 billion dollars to build. The cost of labor for the same...

Few metrics have made contact center managers drool like first call resolution (FCR) has. And with good reason: FCR has...

Editor's note: This is part two of If You Shed Legacy Industry Practices – What Could you Become? Part. 2....

There are many practices in the running of our operations that are legacy practices. The “beloved companies” stand out because...

As a researcher and academic I have had a privilege that many others in the call center and contact center...

What is Productivity Plus? It’s a type of short-hand that epitomizes the balancing act you have to do on a...