Six Tips for Training Universal Service Agents

| MCM staff

Universal service agents perform a wide variety of tasks in today’s contact center: taking inbound order calls, resolving customer service issues, responding to e-mails, engaging in online chat with Web customers.

Calling for a Contact Center Review

| Liz Kislik

Before the visions of sugarplums have danced completely away for another year, be certain to contemplate the performance of your contact center during the holiday season immediately past.

Next-Generation Contact Centers

| MCM staff

Many of us are stuck. We have talked about becoming customer-centric, value-added, mission-critical, and a lot of other hyphenated things, but we are

Managing Your Cost Per Call

| Curt Barry

The direct industry has a difficult balancing act to perform. On the one hand, we want to provide a high level of customer service