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…Emotional Intelligence and Its Importance in the Call Center
Contact-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
Contact-Center Outsourcing
Once upon a time, customer service came in one language in the…
Business Continuity in the Contact Center
Virtual Workforce Management
A sudden ice storm can shut down your contact center for a…
The Value of Customer Loyalty
Customer Service Outsourcing
Often in sales-focused organizations, a lot of time, money and effort are…Social Media Is More Than Just Marketing
Contact-Center Outsourcing
In any company, the debate rages: what department “owns” social media? Should…Astute Solutions 2012 Customer Conference
Corporate News
Last week I had the pleasure of attending the Astute Solutions 2012…
Welcome to the Working Solutions Blog
Onshore Customer Service
In his 2012 State of the Union address to Congress, President Obama…