Prepare For Bad Weather With Business…

Inclement weather is a great equalizer – no one is immune and there is no controlling the outcome. You can be hit with a major…

 

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Balancing the Two Prongs of Healthcare…

In the world of healthcare, agents are required to strike a delicate balance between serving existing clients or patients and helping generate new business. For…

 

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The Secret to Minimizing the Impact…

The Telephone Consumer Protection Act (TCPA) became law in 1991 to protect consumers from receiving unsolicited telemarketing calls, faxes, pre-recorded calls or autodialed calls. It…

 

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4 Ways Contact Centers and Marketing…

Positive customer experience requires leadership teams to understand every point a customer engages with an organization. The information gathered from each of these departments is…

 

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NPS – A Tool in Your…

A lot of time is spent in contact centers gathering and reporting metrics. What really makes a difference is how that information is applied. In…

 

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Contact Center Outsourcing – Go Traditional…

The benefits of outsourcing all or part of a contact center go beyond the cost savings. Improved customer experience, better metrics, good return on investment…

 

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7 Facts on Virtual Contact Center…

There are long-standing and compelling reasons to consider outsourcing contact centers, including cost savings and improved ROI. However, with the continued focus on customer experience…

 

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Customer Experience – the Common Metric…

Customers have the ability to reach out to your contact center at any time, any way they wish (if your contact center is on top…

 

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The Impact of Virtual Outsourcing –…

In part one, we discussed how the New World of Work has changed the very dynamic of our workforce. Workers are virtualized, work is fractionalized…

 

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The Impact of Virtual Outsourcing –…

There is a move worldwide to send jobs to independent contractors. Whether its virtual technicians, call center reps, sales people, or marketing specialists, this move…

 

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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…

 

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