Do Magic Metrics Exist?
Contact-Center Outsourcing
Due to the number of metrics needed to effectively measure contact center…
Virtual Business Models – The Future Is Here
Contact-Center Outsourcing
The New World of Work is creating the virtualization of industries at…
How to Implement a Remote Work Solution for Your Company
Contact-Center Outsourcing
When I first launched Working Solutions in 1996, virtual call centers were…Emotional Intelligence and Its Importance in the Call Center
Contact-Center Outsourcing
In 1995, psychologist Daniel Goleman, Ph.D., rocketed to stardom with the publication…Habla Customer Service? Why You Need Bilingual Call Center Agents
Contact-Center Outsourcing
Once upon a time, customer service came in one language in the…Social Media Is More Than Just Marketing
Contact-Center Outsourcing
In any company, the debate rages: what department “owns” social media? Should…