Zappos enormous success was created by its founder who wanted the company “vibe” to include a unique personality that draws...

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

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...