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
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
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
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
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
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
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
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