Power Broker
SPECIAL SERIES FORECASTING, PART 2 Shortly after Scholastic Inc. started using new workforce management software at its Missouri-based customer contact
Contact Center
CRM at the crossroads
The good news is, it’s February! OK, that may not seem like much, but think of it: This means you’ve survived the Big Holiday Shopping Season (such as
IT Budgets to Stay Flat This Year
THE UPCOMING YEAR will be far from stellar for IT vendors, according to an AMR Research survey on technology initiatives. One hundred respondents from
Out of Service
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
Calling All Agents
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
Easy Rider
Consider the Never, perhaps, has a single letter had such dramatic ups and downs in popularity and reputation. Not long ago, this fifth letter of the
super balance
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
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
Five Aces
Business is no game, and it’s too important an activity to leave the results to chance. An ace in the hole is hardly cheating; instead, it’s a reserve
A Passage to India
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