Fulfillment

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:

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

Benchmarking is the process of drawing meaningful comparisons between a company’s performance and the performance of identified best practices. Internal

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According to a survey released in April by Philadelphia-based career-consulting firm Right Management, replacing a bad hire can cost as much as five times the employee’s salary. Yet many hiring managers have neither the training nor the time to adequately interview job applicants. As a result, bad hires are made, followed by high turnover and escalating costs for the company involved. That can cripple any business. But employment testing can improve your bottom line.

As a contact center professional, you

With the holidays right around the corner, are you prepared for last-minute changes that are sure to occur with agent scheduling? This is a problem that all contact centers face during holidays, and the ramifications can be significant. If staffing is just 2% below where it should be, the percentage of calls answered within 30 seconds, or any other established performance objective, will typically drop by 10%. If 10% of the seats are vacant, half of the center