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Steps to Ensure Business Continuity

Operations

Steps to Ensure Business Continuity With today’s technology, mega-storms are predictable—hurricanes or…

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engaging on demand agents

5 Ways to Engage Remote Agents

Operations

For some companies, remote workers began as retrofits of brick-and-mortar business models.

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Retained Talent

Retained Talent Adds Value

Operations

Repurpose on-demand talent. Don't displace it.

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Reduce agent attrition

Reduce Agent Attrition

Operations

The bane of call or contact center services and businesses they serve?…

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Living the Dreamforce

Living the Dreamforce

Operations

I was pleased to attend the 2013 Dreamforce with over 120,000 of…

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Business Continuity in the Contact Center

Operations

A sudden ice storm can shut down your contact center for a…

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