Despite Fewer Cardholders, SmartPay Spending Grows
Although the number of government workers with SmartPay credit cards has declined, workers spent 2% more with the cards during fiscal 2006 than they had the previous year.
Fulfillment
Getting a Grip on Agent Time Utilization—Part 1
Time-utilization measurement is a bane of most contact center managers and definitely a pain for contact center agents. But without it, we might as well close up shop and go home.
A Crash Course in VoIP
Voice over Internet protocol (VoIP) has quickly infiltrated the telecommunications industry, helping small and midsize businesses to save money and increase productivity. Once a business decides to implement VoIP technology, however, it has additional decisions to make regarding the type of VoIP solution that will best meet its needs
Teaching Supervisors Self-Management
If self-management is so important, though, what can a manager do to help develop an inexperienced supervisor? In other words, can you help others learn to manage themselves so that they can go on to manage others? Remarkably, you can. The techniques you
Chelsey Moves to Take Firm Command of Hanover Direct
In a move that all but ensures a going-private transaction, the board of directors at $407 million Hanover Direct unanimously approved a cash merger agreement with Chelsey Direct, its largest shareholder.
Training Champions
One of the most difficult jobs in the world today is that of a front-line supervisor. Front-line supervisors face considerable challenges each and every day
Buy Smart and Avoid Excess Inventory
Many companies are surprised when they find excess stock of fast moving items during a physical inventory. After getting over the initial surprise, they shrug their shoulders and say:
a new look at THE TOP 20 Contact Center Metrics
The evolution of a simple call center into a multichannel contact center doesn’t happen overnight. You may need to add or upgrade technologies, and certainly