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How to Keep Your Existing Customers  Oct 22, 2008 6:53 PM By Jeff Schmitt

It is one of the oldest clich

How to Avoid Souring Your Existing Customer Relationships  Oct 15, 2008 10:06 PM By Jeff Schmitt

Confucius once wrote,

What you can learn from a telemarketer  Jul 01, 2008 9:30 PM By Jeff Schmitt

Author Raymond Carver once wrote, You never start out life with the intention of becoming bankrupt or an alcoholic or a cheat and a thief. Or a liar.

What You Can Learn From a Telemarketer  May 14, 2008 8:54 PM By Jeff Schmitt

While the call center may be taken for granted in some quarters, it is truly the lifeblood of an organization. That

Home Is Where the Rep Is  Jun 01, 2007 9:30 PM By Jeff Schmitt

You’ve heard time and again how consumers have more choices now than ever and have access to more information than ever. Technologies such as the Internet

Questions for Choosing the Right Home-Agent Provider, Part Two  May 29, 2007 8:21 PM By Jeff Schmitt

The remote contact center model is predicated on furnishing highly skilled phone talent less expensively than staffing a brick-and-mortar contact center. In the first part of this two-part series, we looked at questions that companies selecting a home-agent provider must ask regarding recruiting, staffing, and data security. Here are additional questions to ask before selecting your outsourcing partner:

9 Questions for Choosing the Right Home-Agent Provider, Part One  May 23, 2007 7:30 PM By Jeff Schmitt

In evaluating providers of home-based agents, many organizations make the mistake of focusing on tangibles such as skill-based routing, digital recording, real-time reporting, e-mail and chat capabilities, and redundant system configurations.

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