How Banks Can Manage High Call Volumes
By Robert McKay As financial institutions close their lobbies and discontinue in-person service to help slow the spread of the coronavirus, contact centers are seeing … Read more
By Robert McKay As financial institutions close their lobbies and discontinue in-person service to help slow the spread of the coronavirus, contact centers are seeing … Read more
By Kathy Sisk Once you select the agency you feel most confident in and the contract is signed, the real challenge begins; you must manage … Read more
By Nicole Limpert COVID-19 has made huge impacts on our health and day-to-day life throughout the world. The virus has been overwhelming to all, but … Read more
By Matt McConnell The coronavirus pandemic affects employees across every industry. This has forced frontline workers to drastically adapt their work styles to adhere to … Read more
By Jeff Singman According to a recent research report by SalesForce, 84 percent of customers say the experience a company provides is as important as … Read more
By Deeksha Dadu Ask any customer service representative about challenging calls, and they’ll have much to share. Chances are at least one example will be … Read more
By Michael Frendo Remote contact center agents who work from home were already a growing trend in our industry before COVID-19, but the pandemic accelerated … Read more
Many service providers find it desirable to track the time spent performing administrative tasks. Accounting for this time gives greater visibility into internal staffing needs, … Read more
Quality Voice & Data, Inc. (QVD), a national telecom carrier licensed by the Federal Communications Commission (FCC) announced that it has been authorized as a … Read more
The May/June 2020 Issue of Connections Magazine, covering call centers and the teleservice industry Read these articles online: Case Study: A BPO Adapts to the … Read more