Contact Center Performance MeasuresBy Susan Hash
Contact centers are poised to play a key role in building customer value — yet most still rely on cost-efficiency metrics to drive performance. Learn about shifting business priorities that are impacting call center KPIs.
The Motivated AgentBy Jay Minnucci
Contact center leaders have a responsibility to create an environment that respects agents, values the individual and promotes communication. A look at all of the ingredients of a motivated workplace.
Top 10 Technology Implementation TipsBy Brian Hinton, Matt Morey and Steve Suhn
Now that you’ve acquired the perfect technology, you want to get it up and running as quickly as possible, right? Although it’s tempting, don’t let speed be your biggest driver. Tips to ensure a well-planned, successful implementation.
Four Trends Driving Training ValueBy Rebecca Gibson
What will 2010 hold for call center training groups? How can you position your group to thrive? Four key trends that will drive training toward the critical business results your senior execs expect.
VSP Vision CareBy Susan Hash
Frontline staff hold the key to call center service performance and customer satisfaction levels. A look at a world class center whose leadership lives the company’s values every day — a relentless focus on satisfying internal and external customers.
Leading the Culture Shift: Moving People ForwardBy Bob Furniss
Is employee indifference hampering your contact center’s ability to provide outstanding service? Nine steps for understanding and changing your culture.
Added Bonus for SubscribersFor help with defining your culture, download Bob Furniss' Culture Shift Worksheet.
Year-End Forecasting Methodology ReviewBy Tiffany LaReau
Every forecaster’s goal is to make his or her forecasts sensitive enough to absorb changes. What is the best method? Our expert offers her picks for the most reliable for forecasting accuracy.