Contact Center Analytics
NPS – A Tool in Your Metrics Toolbox
A lot of time is spent in contact centers gathering and reporting…Read More 
Contact-Center Outsourcing
Contact Center Outsourcing – Go Traditional or Non-Traditional?
The benefits of outsourcing all or part of a contact center go…Read More
Contact-Center Outsourcing
Customer Experience – the Common Metric in a Multi-Channel Center
Customers have the ability to reach out to your contact center at…Read More
Contact Center Operations
The Impact of Virtual Outsourcing – Part 1
There is a move worldwide to send jobs to independent contractors. Whether…Read More
Contact-Center Outsourcing
Does Your QA Need a Boost? Try Speech Analytics!
As business continues to rapidly evolve in today’s constantly changing global markets,…Read More
Agent Development
Is Your Contact Center Plagued with Spring Fever?
Flowers are blooming, the sun is shining, and plants are greening up.…Read More
Contact Center Analytics
Do Magic Metrics Exist?
Due to the number of metrics needed to effectively measure contact center…Read More
Contact-Center Outsourcing
Virtual Business Models – The Future Is Here
The New World of Work is creating the virtualization of industries at…Read More
Contact-Center Outsourcing
How to Implement a Remote Work Solution for Your Company
When I first launched Working Solutions in 1996, virtual call centers were…Read More
Contact-Center Outsourcing
Emotional Intelligence and Its Importance in the Call Center
In 1995, psychologist Daniel Goleman, Ph.D., rocketed to stardom with the publication…Read More
Contact-Center Outsourcing
Habla Customer Service? Why You Need Bilingual Call Center Agents
Once upon a time, customer service came in one language in the…Read More
Contact Center Operations
Business Continuity in the Contact Center
A sudden ice storm can shut down your contact center for a…Read More