When the Hard Times Come
The economic crisis forced many companies to implement certain restrictions. We all saw it on the news and read about it in the papers: Layoffs, cutbacks, downsizings and even closures. We wanted to...
View ArticleBusiness Lessons Learned The Hard Way
The economic crisis that we have been surviving has taken its toll on many companies, forcing many top level managers to restructure and initiate new business methods in order to allow their companies...
View ArticleA Silver Lining in the Economic Cloud?
Although the economy seems to have brought many companies to the edge of gloom and despair, there have been some changes in the past year that are worth mentioning - changes that hint at where the...
View ArticleBusiness Priorities for 2010
A new year has begun, and time to review and focus on priorities for the coming twelve months is upon us. We wanted to know: What is the No.1 priority in your contact center, customer service center or...
View ArticleNew Technology For 2010
Every year, huge leaps in technology usually results in increased efficiency and hopefully a higher degree of cost-savings. What new technology will 2010 bring along, and what are contact center...
View ArticleLeadership Style
There are many leadership styles that make for an effective workplace, and the proper use of these styles can make the difference between a high stress workplace with high turnover, and a...
View ArticleKeystone to Success
Just like a stone arch is held by a single, perfectly carved keystone, so too is success sometimes determined by 1 key item. We asked industry professionals: What is the No.1 piece of data or...
View ArticleGetting Annoyed with Contact Centers
When you contact other contact centers what is your No.1 pet peeve or turnoff? We asked this very question of contact center professionals to see what still needs to be fixed in the industry.
View ArticleWhen Money Grows on Trees
If you had unlimited funds to spend in your center and you had full control of how those funds are dispersed, what would be the No.1 on your list of changes and why? That is the question we asked...
View ArticleRecovering from Mistakes
We all make mistakes, its part of being human. We asked industry professionals what was perhaps their greatest mistakes as leaders in the contact center industry, and how they went about to recover and...
View ArticleMaking the Right Decision
Sometimes leaders come up with one idea or decision that has such a notable increase in customer service that others wonder how they did it. We asked industry professionals for the one decision they...
View ArticleA Word of Advice
Sometimes success is based on just one thing, a golden egg. If you had to give just one tip (that you believe is perhaps the most important tip) to another manager in a contact center, what would your...
View Article
