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