Corporate
I’m sorry for the last-minute announcement, but we only received word of…
Technology
There was a time when call centers were populated mostly by headset-wearing…Call Center Outsourcing
In 1995, psychologist Daniel Goleman, Ph.D., rocketed to stardom with the publication…Call Center Outsourcing
Once upon a time, customer service came in one language in the…
Operations
A sudden ice storm can shut down your contact center for a…
Customer Experience
Of all the measurements used to quantify call center performance, none is…
Customer Experience
Often in sales-focused organizations, a lot of time, money and effort are…
Marketing
In any company, the debate rages: what department “owns” social media? Should…
Call Center Outsourcing
Content is the focal point of any marketing campaign. Whether it’s a…Corporate
Last week I had the pleasure of attending the Astute Solutions 2012…
Call Center Outsourcing
In his 2012 State of the Union address to Congress, President Obama…