Kano Questioning Approach
Read moreThe Kano methodology is a proven technique for determining customer requirements while dispelling popular organizational myths or biases around…
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Request for Proposal Process
Read moreProcurement solicitations for the acquisition of technology, hosted solutions, or personnel or call center sourcing require a structured process…
Call Center Retention Best Practices
Read moreIn 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 Loyalty
Read moreCall 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 Reality
Read moreEmerging technologies that promise to revolutionize call center strategy, operational processes, and the customer experience generate marketplace enthusiasm.
