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…

 

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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…

 

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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…

 

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Habla Customer Service? Why You Need…

Once upon a time, customer service came in one language in the United States: English. For many Americans, that’s all they really need: with only…

 

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Content Is Not Enough

Content is the focal point of any marketing campaign. Whether it’s a flyer, a billboard or a website, it all comes down to two things:…

 

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Welcome to the Working Solutions Blog

In his 2012 State of the Union address to Congress, President Obama said, “Ask yourselves what you can do to bring jobs back to your…

 

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