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Category: Call Center Operations

contact center performance

Business Practices

It’s Time for Your Check-Up

Evaluating your contact center performance is always essential, but it can sometimes be challenging to have an objective view. You

August 7, 2018

Sell Your Call Center

Business Practices

Five Reasons Why You Should Sell Your Call Center

Are you the owner of an outsourced contact center and have been thinking about a change in direction? More specifically,

July 24, 2018

holiday customer service

Call Center Operations

Put the Spark Back in Your Holiday Customer Service

I really enjoy all the summer holidays, especially the most recent one we celebrated! The Fourth of July is a

July 17, 2018

Quality Assurance program

Business Practices

Back to the Basics, Part Four: Quality Assurance

As a contact center professional, I am sure that you are aware of what quality assurance means for your operations

July 12, 2018

contact center workforce management

Business Practices

Back to the Basics, Part Two: Workforce Management in the Contact Center

Workforce Management (WFM) is a set of integrated activities that work together to optimize the productivity of the workforce. Typically,

July 5, 2018