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By Jeanne Bliss
in Best Practices / Metrics
on Oct 11, 2011

If You Shed Legacy Industry Practices – What Could you Become? Part 2

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

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By Jeanne Bliss
in Workforce Infrastructure
on Oct 10, 2011

If You Shed Legacy Industry Practices – What Could you Become? Part 1

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

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By Dr. David Butler
in Best Practices / Metrics
on Oct 5, 2011

From Boot Camp to Teamwork: How to Create a Positive and Profitable Call Center Culture

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

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By Matt McConnell
in Best Practices / Metrics
on Sep 30, 2011

Welcome to the Productivity Plus Blog

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

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By Greg Levin
in Customer Experience
on Jan 12, 2011

Five Tactics of the Quality Monitoring Masters

Most contact center organizations like to talk about how customer-centric and quality-oriented they are. Far fewer, however, have put their...

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