The Impact of Virtual Outsourcing – Part 2
Call Center Outsourcing
In part one, we discussed how the New World of Work has…
The Impact of Virtual Outsourcing – Part 1
Call Center Outsourcing
There is a move worldwide to send jobs to independent contractors. Whether…
The Secret to Handling Summer Schedules – Accurate Forecasting
Call Center Outsourcing
It’s critical to ensure that you have agents handling transactions at the…Does Your QA Need a Boost? Try Speech Analytics!
Call Center Outsourcing
As business continues to rapidly evolve in today’s constantly changing global markets,…Is Your Contact Center Plagued with Spring Fever?
Call Center Outsourcing
Flowers are blooming, the sun is shining, and plants are greening up.…
Do Magic Metrics Exist?
Call Center Outsourcing
Due to the number of metrics needed to effectively measure contact center…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…
Virtual Business Models – The Future Is Here
Call Center Outsourcing
The New World of Work is creating the virtualization of industries at…
How to Implement a Remote Work Solution for Your Company
Call Center Outsourcing
When I first launched Working Solutions in 1996, virtual call centers were…
What a Virtualized Workforce Means for the American Economy, Part 2
Call Center Outsourcing
Last week I wrote about some of the possible negative effects that…Emotional Intelligence and Its Importance in the Call Center
Call Center Outsourcing
In 1995, psychologist Daniel Goleman, Ph.D., rocketed to stardom with the publication…