NPS – A Tool in Your Metrics Toolbox
Customer Experience
A lot of time is spent in contact centers gathering and reporting…
The Impact of Virtual Outsourcing – Part 1
Virtual Workforce Management
There is a move worldwide to send jobs to independent contractors. Whether…Is Your Contact Center Plagued with Spring Fever?
Virtual Workforce Management
Flowers are blooming, the sun is shining, and plants are greening up.…
Training for the Future
Virtual Workforce Management
Have you noticed that we are currently in a professional environment that…
Beyond the Metrics: They are People, People!
Virtual Workforce Management
Metrics are good. They give a snapshot of the state of a…
Future Proofing Contact Center Technology
Customer Service Strategy
Contact centers are continually progressing, in no small part to the continued…
Business Continuity in the Contact Center
Virtual Workforce Management
A sudden ice storm can shut down your contact center for a…