Customer Experience – the Common Metric in a Multi-Channel Center
Contact-Center Outsourcing
Customers have the ability to reach out to your contact center at…
The Impact of Virtual Outsourcing – Part 1
Virtual Workforce Management
There is a move worldwide to send jobs to independent contractors. Whether…Does Your QA Need a Boost? Try Speech Analytics!
Contact-Center Outsourcing
As business continues to rapidly evolve in today’s constantly changing global markets,…Is Your Contact Center Plagued with Spring Fever?
Virtual Workforce Management
Flowers are blooming, the sun is shining, and plants are greening up.…
Training for the Future
Virtual Workforce Management
Have you noticed that we are currently in a professional environment that…
Quality & Training – Like a Hand in a Glove
Agent Development
Training is such an important component of preparing atHome™ agents to not…
Beyond the Metrics: They are People, People!
Virtual Workforce Management
Metrics are good. They give a snapshot of the state of a…
Do Magic Metrics Exist?
Customer Service Strategy
Due to the number of metrics needed to effectively measure contact center…
Future Proofing Contact Center Technology
Customer Service Strategy
Contact centers are continually progressing, in no small part to the continued…
Virtual Business Models – The Future Is Here
Contact-Center Outsourcing
The New World of Work is creating the virtualization of industries at…
How to Implement a Remote Work Solution for Your Company
Contact-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
Contact Center Technology
There was a time when call centers were populated mostly by headset-wearing…