March 2009

Feature Article

Driving Performance in a Weak Economy

By Susan Hash
Most organizations are currently in survival mode, yet it’s during challenging times like these that leaders should be evaluating customer initiatives and looking for opportunities to emerge from the recession at the top of their market. Learn strategies for maximizing value and generating long-term success.

Agility Factor

Business & IT Collaboration: A View from the Business Side

By Jay Minnucci
Technology is the foundation without which the contact center could not survive. Then why does there often seem to be a widening gap between these two operations? It may be time for a marriage counselor. Read about strategies to build a tighter bond that will benefit everyone.

Tech Line

Business & IT Collaboration: IT’s View

By Lori Bocklund
In simpler times, the contact center loved its technology and the people who delivered it. It’s possible to make technology loveable again at every stage of the project lifecycle. We offer best practices for optimizing technology and pursuing a beneficial relationship with all involved.

Inside View

HyperTherm Case Study

By Susan Hash
A strong commitment to staff development pays off in high productivity and employee loyalty for this Hanover, N.H.-based manufacturer of plasma and metal-cutting systems. Read about their collaborative, team-based environment.

Performance Matters

Need a Cure for the Training Budget Blues?

By Rebecca Gibson
You can meet your performance goals even if your resources have been restricted. Discover five cost-conscious strategies that will tune up your training budget and help you to hone your priorities.

Forecast Focus

The Uses and Misuses of Call Volume Growth Rates

By Tiffany LaReau
Beware the perils of relying solely on historical data when determining call volume growth rates. We’ll show you five techniques to increase your forecast’s accuracy.

Management ROI

The Myths and Realities of First-Call Resolution

By Marilyn Saulnier
There is no one-size-fits-all when it comes to determining the right first-call resolution goal for your contact center. A look at how to appropriately define your objectives, improve performance and generate a return on your FCR performance initiative.

Leading Thoughts

Don’t Let Budget Cuts Damage the Customer Experience

By Lesley Vereen
You may not be able to avoid future reductions to your budget, but taking a few proactive steps now may help you to hold on to more of your resources. Ideas to help you trim back without sacrificing quality in three critical people-centric processes.