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…