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Category: Call Center Operations

bpo market

Call Center Operations

My Time in Colombia: Beautiful Country, Rich Culture, and a Promising BPO Market

You may or may not have seen that I was recently in Colombia to visit Konecta, an international organization and

December 3, 2019

Established Business Relationship

Call Center Operations

What Established Business Relationships Mean for Your Contact Center

With so much focus on the CCPA and SHAKEN/STIR laws that are going into effect this year, it is easy

November 29, 2019

secure telephony identity revisited

Call Center Operations

What Does STIR/SHAKEN Mean for You?

For those of us old enough to remember, it is reminiscent of the James Bond one liner – Shaken, not

October 16, 2019

PACE Conference 2019

Call Center Operations

My Whirlwind PACE Experience

The month of September has been a wild, crazy, fascinating, and exhilarating ride for me! I had the opportunity to

October 5, 2019

first call resolution best practices

Call Center Operations

Five Ways to Improve of First Call Resolution

In contact center lingo, there are numerous three-letter acronyms that almost every center uses: Service Level Agreement (SLA), Average Handle

September 25, 2019