Maximize the Impact of Your Profit per Sale
Make Sure You’re Dedicating Your Resources to the Right Clients By Jill J. Johnson, MBA Few enterprises truly understand the actual profits generated by the … Read more
Financial Articles
How Secure Is Your Call Center?
By Art Coombs It’s a typical Sunday afternoon, and Jane is headed to the grocery store to pick up a few items for the week. … Read more
On-Call Case Study: Finding a Profitable Solution to a Time-Consuming Problem
Teleservice Company Achieves an 11 Percent Bump in Ongoing Monthly Billing By Janet Livingston Many teleservice companies have clients with on-call staff that must be … Read more
Three Ways to Boost Contact Center Profits with the Cloud
By Rob Schneider Regardless of whether customer relationship management is handled in-house through internal agents or outsourced to a third-party contact center service provider, there’s … Read more
PCI DSS Compliance: The Promise and The Peril of Data-Rich Call Centers
By Kristyn Emenecker Today’s call centers hold great promise. This data intensive environment has the potential to yield insights for differentiated service, customer loyalty, and … Read more
Transforming Your Contact Center into an Essential Corporate Contributor
By Donna Fluss It’s no longer enough to deliver an outstanding customer experience, something too few organizations do anyway. Contact centers that want to be … Read more
What’s the Industry Standard for Calculating Revenue per Minute?
By Steve Michaels Questions: Is there an industry standard for calculating per-minute revenue? Is it minutes of talk time, or minutes of talk plus work time, or … Read more
Faster Call Resolution Is the Key to Cost Center Profitability
By Vikas Nehru As companies face a backlash against offshore call centers or have simply found it was not the right solution for their particular … Read more
Improving Performance, Productivity, and Profitability
By Matt McConnell It’s an old adage, but it still rings true: Time is money. And in today’s call centers, time is a very scarce … Read more
Boost Your Bottom Line with a Wellness Program
By Sherry Leonard If I hadn’t experienced it, I wouldn’t have believed our wellness program could reduce attrition by 50 percent, absenteeism by 80 percent, … Read more