Training for the Future
Development
Have you noticed that we are currently in a professional environment that…
Quality & Training – Like a Hand in a Glove
Development
Training is such an important component of preparing atHome™ agents to not…
Beyond the Metrics: They are People, People!
Development
Metrics are good. They give a snapshot of the state of a…
Do Magic Metrics Exist?
Call Center Outsourcing
Due to the number of metrics needed to effectively measure contact center…
Future Proofing Contact Center Technology
Technology
Contact centers are continually progressing, in no small part to the continued…
Virtual Business Models – The Future Is Here
Call Center Outsourcing
The New World of Work is creating the virtualization of industries at…
How to Implement a Remote Work Solution for Your Company
Call Center Outsourcing
When I first launched Working Solutions in 1996, virtual call centers were…
Phone, Chat, Email, or IM? The Best Call Center Solution for Your Company
Technology
There was a time when call centers were populated mostly by headset-wearing…Emotional Intelligence and Its Importance in the Call Center
Call Center Outsourcing
In 1995, psychologist Daniel Goleman, Ph.D., rocketed to stardom with the publication…Habla Customer Service? Why You Need Bilingual Call Center Agents
Call Center Outsourcing
Once upon a time, customer service came in one language in the…
Business Continuity in the Contact Center
Operations
A sudden ice storm can shut down your contact center for a…
The Value of Customer Loyalty
Customer Experience
Often in sales-focused organizations, a lot of time, money and effort are…