A Customer-Focused Strategy Means Never Having to Say You’re Sorry
Customer Experience
JC Penney recently released new ads apologizing to their customers. While work…Is Your Contact Center Plagued with Spring Fever?
Call Center Outsourcing
Flowers are blooming, the sun is shining, and plants are greening up.…
Beyond the Numbers – Quality Assurance Encompasses Coaching
Development
The merging of training and quality assurance (QA) programs strengthens virtual contact…
Training for the Future
Development
Have you noticed that we are currently in a professional environment that…
Quality & Training – Like a Hand in a Glove
Development
Training is such an important component of preparing atHome™ agents to not…
Build a Solid Foundation for Positive Multi-Channel Customer Experiences
Customer Experience
There are a multitude of discussions on contact centers using cloud technology,…
Beyond the Metrics: They are People, People!
Development
Metrics are good. They give a snapshot of the state of a…
Do Magic Metrics Exist?
Call Center Outsourcing
Due to the number of metrics needed to effectively measure contact center…
Want Improved Customer Experiences? Think Virtual.
Customer Experience
Customer experience is a much-touted metric that, while a positive goal, can…Winter Is Coming – Time to Review Your Inclement Weather Policy
Call Center Outsourcing
One of the benefits, and there are many, to operating a virtual…
Want a Solid New Year? Use Objective-Driven Budgeting
Call Center Outsourcing
Contact centers are driven by resources, in particular people and technology. Headcount…‘Tis the Season – For Increased Customer Transactions
Customer Experience
The holidays bring an unusual dichotomy to business. Those that provide consumer…