How BPOs Can Turn Idle Time into Productive, Billable Time
In the past 40 years of working with contact centers, I’ve seen a lot of change. The technology in today’s […]
In the past 40 years of working with contact centers, I’ve seen a lot of change. The technology in today’s […]
We’ve always done it that way – and that’s the problem. It’s a common scenario. A large, global outsourcer with […]
Companies typically outsource their contact center operations for two main reasons: to improve service levels or to decrease their costs. […]
Metrics play an important role in every contact center. But when it comes to profitability, what are executives most concerned […]
The outsourcer’s role of handling a client’s customers for them is unique – and this relationship brings its own set […]
With most of the contact center executives I talk to, there is typically some confusion about the difference between intraday […]