Customer Experience – the Common Metric in a Multi-Channel Center
Contact-Center Outsourcing
Customers have the ability to reach out to your contact center at…
The Impact of Virtual Outsourcing – Part 1
Virtual Workforce Management
There is a move worldwide to send jobs to independent contractors. Whether…Does Your QA Need a Boost? Try Speech Analytics!
Contact-Center Outsourcing
As business continues to rapidly evolve in today’s constantly changing global markets,…Is Your Contact Center Plagued with Spring Fever?
Virtual Workforce Management
Flowers are blooming, the sun is shining, and plants are greening up.…
Do Magic Metrics Exist?
Customer Service Strategy
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…
Business Continuity in the Contact Center
Virtual Workforce Management
A sudden ice storm can shut down your contact center for a…Social Media Is More Than Just Marketing
Contact-Center Outsourcing
In any company, the debate rages: what department “owns” social media? Should…
Welcome to the Working Solutions Blog
Onshore Customer Service
In his 2012 State of the Union address to Congress, President Obama…