Calling All Agents

| Rama Ramaswami

Employees have hardly been at the forefront of companies’ priorities in the past year, but in at least one area, they’re receiving some recognition. Call

Out of Service

| Rama Ramaswami

If You Think Customer Service Stinks Now, Brace Yourself, cautioned the headline of a press release that landed on my desk recently. Apparently, we are

super balance

| MCM staff

All Superman had to do was jump over tall buildings. You, by contrast, must boost your facility’s operating performance, reduce costs, increase reliability,

Easy Access

| Brad Cleveland

Easy assembly. Easy access. Easy on, easy off. We’re so accustomed to these clichs that the word has lost much of its meaning. Yet it is at the core of

A Passage to India

| Bennett Voyles

Should you move your call center off shore? As with any business decision, it comes down to weighing risk and reward. On the reward side, the advantage

2002: THE YEAR WE MAKE CONTACT?

| Jeff Morris

It wasn’t supposed to be like this. 2001 was to be the year when colonists on the Moon discovered a black monolith, which emitted an ear-piercing signal

The 3-D Customer

| Stephen Medcroft

Everything is going digital. Just think of all the little computer chips that surround us in our phones, TVs, CD players, watches, appliances, cash registers,

HOW DOES YOUR CALL CENTER GROW?

| MCM staff

The rows of tomatoes you plant as seedlings in your back yard or the flowers you lay out every spring in geometric patterns to impress your neighbors