The Secret to Handling Summer Schedules…

It’s critical to ensure that you have agents handling transactions at the time they come in. Nothing is more annoying to a customer than long…

 

READ MORE

Does Your QA Need a Boost?…

As business continues to rapidly evolve in today’s constantly changing global markets, we’ve seen a major uptick in the use of many advanced technology solutions.…

 

READ MORE

Is Your Contact Center Plagued with…

Flowers are blooming, the sun is shining, and plants are greening up. Spring is here and with it a well-known event appropriately named spring fever.…

 

READ MORE

Do Magic Metrics Exist?

Due to the number of metrics needed to effectively measure contact center performance, there is always a search for a simpler, more effective means of…

 

READ MORE

Winter Is Coming – Time to…

One of the benefits, and there are many, to operating a virtual call center is minimizing the need for inclement weather policies. Virtual AtHome™ Agents…

 

READ MORE

Want a Solid New Year? Use…

Contact centers are driven by resources, in particular people and technology. Headcount is one of the biggest budget line items for a contact center, and…

 

READ MORE

Virtual Business Models – The Future…

The New World of Work is creating the virtualization of industries at a rapid rate. Business models are now required to become more fluid and…

 

READ MORE

How to Implement a Remote Work…

When I first launched Working Solutions in 1996, virtual call centers were a largely unknown entity. The Internet was just taking off in the mainstream,…

 

READ MORE

When Is It Time to Outsource…

In the past, the primary motivator for outsourcing contact center operations was saving money. However, with the voice of the customer representing a major consideration…

 

READ MORE

What a Virtualized Workforce Means for…

Last week I wrote about some of the possible negative effects that a virtualized workforce might have on the American economy. It’s not all going…

 

READ MORE

Emotional Intelligence and Its Importance in…

In 1995, psychologist Daniel Goleman, Ph.D., rocketed to stardom with the publication of his book, Emotional Intelligence. Now, seventeen years later, EI has become ubiquitous…

 

READ MORE