Request for Proposal ProcessRead more
Procurement solicitations for the acquisition of technology, hosted solutions, or personnel or call center sourcing require a structured process…0
Call Center Retention Best PracticesRead more
In order to retain employees and achieve attrition of no more than 15% annually (employees leaving the firm either…
The Relationship between Handle Time, First Call Resolution and Customer LoyaltyRead more
Call center operators frequently assert that quality and efficiency are mutually exclusive goals; that reducing transaction times negatively impacts…
Emerging Call Center Technology Trends: Distinguishing Hype from RealityRead more
Emerging technologies that promise to revolutionize call center strategy, operational processes, and the customer experience generate marketplace enthusiasm.