Surveying Call Center Success

| Penny Reynolds

The long-term success of any organization, and particularly a service organization such as a call center, depends upon continuous improvement. Most call centers have numerous measures of individual, team, and overall call center performance.

Putting a Cap on Calls Resolution

| Timothy J. Holody

You know why you should strive for first-call resolution, and if you read our last article (https://multichannelmerchant.com/opsandfulfillment/advisor/first_call_0129/index.html), you know how to do it. This week we

THE NEW SCHOOL

| Debra Ellis

Thinking of buying a new CRM system? Save your money until your employees know what they’re talking about. Technology alone won’t help you provide customers