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Transform Your Call Center into a Superhero

There’s something sinister seething through your call center. It’s keeping you from being the strategic superhero you’re meant to be. It’s wreaking havoc on your customers, your agents and the business. Who is this villain? It goes by the name of Status Quo and it lurks in the shadows delivering mayhem. You see it every [...]

What’s the Dis-Service Level in your Multi-Channel Contact Center?

Do you have a multi-channel workforce? Is it effective? When in the business of serving customers, the most important question you can answer is what do your customers really want? In the contact center, it’s simple: speed and accuracy. Customers aren’t looking for a relationship, they just want to get in and get out. They [...]

By |January 16th, 2014|Workforce Infrastructure|