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If your business is growing and experiencing increased call volume, you may find that dedicating more resources to answering the phone has an adverse effect on your operation. […]

Why do you monitor your heart rate or other areas for health? Monitoring calls in a contact center occurs for similar reasons. ICMI wrote an article on how […]

Knowledge of how businesses are constructing their call center infrastructure provides a degree of context for understanding operational limitations. Knowledge of where businesses offer service provides a degree […]

Most businesses have gone global both in terms of outreach and operations. The global business environment has led to the need to outsourcing some operations most specifically customer […]

Confucius says, “The mechanic that would perfect his work must first sharpen his tools.” The same could be said for contact center agents. While the overall goals of […]

When delivering great customer experience on a global scale, organizations must be mindful of numerous factors, including local privacy concerns, how different cultures respond to specific service strategies, […]

CRM Magazine headlines “Contact Center Satisfaction Dropped 10 Percent in 2013.” There are several possibilities for why this might be the case: general customer fatigue and frustration with […]

Across all industries one thing always holds true, customer service is king. Whether a product or service is being purchased, the customer needs to feel engaged with the […]