Improve Hiring Results with Blind Auditions
By Donna West Anyone who has ever seen The Voice knows blind auditions are often surprising. The audience knows that the very big voice is … Read more
Call Center Management Articles
2020 Contact Center Retrospective
By Donna Fluss What an amazing year 2020 was. We’ve never seen anything like it and hope we won’t again. Despite all the challenges, a … Read more
Encryption 101: The Past, Present, and Future of Data Security
By Matt Bogan You’re aware of the need for data encryption. However, you may not have a clear picture of how it works. Cryptography—the study … Read more
How Can Your Contact Center Help the Homelessness in America?
By Traci Haynes Homelessness in America occurs in every state and has many causes. According to the January 2017 Point-in-Time (PIT) count by the National … Read more
Lockdown Initiatives
By Kathy Sisk In my forty years in the call center industry, I have gone through many challenges, but none as distressing as in the … Read more
A New Opportunity for the Call Center Industry
Working from Home Is the Ideal Solution to Keep Employees Safe and Healthy We never know what the future will hold, but we do know … Read more
A Concise Guide for Outsourcing Success, Part Five
By Kathy Sisk To conclude our series of articles on outsourcing success, here are two optional topics we need to address. Consider an Independent Project … Read more
Conversational Analytics The Secret to Exceptional
By Simon Black Jack Ma, founder of Alibaba, once advised, “Forget about your competitors, just focus on your customers.” As statistics highlight, dissatisfied customers not only cost … Read more
Developing a Contact Center Work-At-Home Program
By Donna Fluss While many contact centers, particularly large ones, had disaster recovery (DR) and business continuity (BC) plans in place before the pandemic hit, … Read more
How Automated Analytics Can Elevate Agent Performance and Experience
By Brad Snedeker As a business process outsourcer (BPO) or outsourcing contact center, your agents serve as the face of your clients’ businesses. Low performance … Read more