One factor that has a major impact on contact center staffing is the size of the center or the agent group. Centers handling larger volumes of calls will naturally be more efficient than smaller ones. This is due to the economies of scale of large groups.
Datavantage buys CommercialWare Natick, MA-based CommercialWare was sold on Feb. 1 for $13.2 million to Cleveland-based Datavantage, a subsidiary of Micros
Here’s a disturbing sign of the times: Younger consumers are so accustomed to poor customer service that they’ve come to expect it, according to a study
Bean to get bigger Apparel, outdoor gear, and home goods merchant L.L. Bean plans to expand its 660,000-sq.-ft. Freeport, ME, distribution center by 50%.
Every year the Georgia Institute of Technology, along with several corporate sponsors, conducts an in-depth study of the third-party logistics (3PL) industry
Sophisticated technology is a key feature that differentiates the modern contact center from the traditional call center. Pseudowire technology, a breakthrough
As we approach the end of the year, it’s time to pull out the old crystal ball and try to figure out what lies ahead. Fortunately, the global trade experts at JPMorgan Chase Vastera have made divination easier, at least in the area of export compliance.
Workplace perks such as generous benefits programs all but vanished in the lean years of the recent past. But now that the economy is strengthening, more
In today’s highly regulated business environment, compliance has become a full-time function for most companies. A host of new security rules following
Sharpen your pencils, dust off your calculator, and get ready for a math lesson: When running a contact center, the most important rule to remember is