Articles By Paul Stockford
Mine the rich source of customer information that lies buried in recorded calls.
Recent advancements in selection technologies now make it possible to identify various individual traits and attributes before job offers are made.
Companies should strengthen their workforce optimization strategy with the addition of efficient agent selection tools.
Lawmakers are taking aim at companies that use offshore call centers.
The entire concept of agent training has been turned on its ear, and delivers unprecedented levels of efficiency and productivity.
How contact centers can have the benefits of both off- and onshore sites.