NPS – A Tool in Your Metrics Toolbox
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A lot of time is spent in contact centers gathering and reporting…
Contact Center Outsourcing – Go Traditional or Non-Traditional?
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The benefits of outsourcing all or part of a contact center go…
Social Media – The Elusive VOC Platform
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There has been much discussion about social media and the power it…
Phone, Chat, Email, or IM? The Best Call Center Solution for Your Company
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There was a time when call centers were populated mostly by headset-wearing…
Social Media Is More Than Just Marketing
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In any company, the debate rages: what department “owns” social media? Should…