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Contact Center Metrics for Today’s Multichannel Merchants  Dec 22, 2011 12:33 AM By Kathryn Jackson

Identifying and improving performance measures connected to the success or failure of today

Part 1: Empathy Is Critical For Contact Center Agents  Nov 08, 2011 3:36 AM By Kathryn Jackson

The skilled agent acknowledges and shows empathy for the customer

Training Your Reps to Handle Live Chat  Jul 04, 2011 10:34 PM By Kathryn Jackson

Your contact center reps should be well trained to handle live chats, since it

Contact Center Outsourcing: Developing a Bid Assessment Model  Feb 18, 2009 2:29 AM By Kathryn Jackson

So you

Contact Center Outsourcing: Setting the RFP Requirements  Feb 11, 2009 11:39 PM By Kathryn Jackson

There are many practical reasons why merchants decide to outsource their contact center services.

Contact Center Outsourcing: How to Draft the RFP  Jan 29, 2009 12:02 AM By Kathryn Jackson

Outsourcing your contact center services is one of the most critical business decisions you

Making the Right Call on Contact Center Outsourcing  Jan 22, 2009 1:35 AM By Kathryn Jackson

Are you considering outsourcing your contact center services

Schedule Adherence: ‘Big Brother’ or ‘Big Picture?’  Dec 10, 2008 3:12 AM By Kathryn Jackson

Schedule adherence in the contact center isn

Keeping Your Reps on Schedule  Dec 03, 2008 8:55 PM By Kathryn Jackson

If you

Contact Center Hiring: Picking the Best  Sep 23, 2008 8:14 PM By Kathryn Jackson

Hiring the right people for your contact center can be a huge challenge. Not only is it difficult to find people with good basic

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