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Category: Uncategorized

quality assurance coaching

Call Center Operations

How Coaching Can Directly Impact Quality Assurance

Quality assurance is a significant component of delivering effective customer service. Professional coaching plays a key role in helping to

July 29, 2020

Onshore Contact Center

Outsourcing

The Increasing Demand for Nearshore and Onshore Contact Center Support

As the competition in marketplaces rises, having great customer service can be the factor that sets a business apart from

July 1, 2020

rfp project management

Uncategorized

RFP Development and Management Strategies

The standard RFP (Request for Proposal) project can appear complicated to manage for even the most seasoned of contact center

February 5, 2020

customer service convention

Uncategorized

The Problem with PACE

Featured in the December 2019 PACE Pulse Dear Friend, Before I get started, let me just say that I am

December 11, 2019

Growth of Gamification

Technology

Let’s Play a Game: The Growth of Gamification in Contact Centers

Gamification is the process of enhancing an existing activity, service or work by adding game-like elements making it more attractive,

September 18, 2019