Call Center Books News & Analysis 10/1/2005 Post a comment A recent book from industry expert Phil Verghis contains excellent information and strategic insights that are well worth your while.
You Don’t Need A Hero News & Analysis 10/1/2005 Post a comment Think customer support is limited to troubleshooting?
If you do, then you may be waiting for problems to arise. Here’s how to articulate — and increase — the value of support from your customer’s point of view.
What is Quality? News & Analysis 10/1/2005 Post a comment Technology can make call centers more efficient. But can technology enable call center agents to do their jobs better? That’s open to question.
Innovative Trends in Quality Monitoring News & Analysis 10/1/2005 Post a comment Why do some call centers struggle to implement quality monitoring while others achieve impressive results? Here is a look at some of the more successful approaches to monitoring today.