Biographical Information
Paul Stockford

Articles By Paul Stockford
Mine the rich source of customer information that lies buried in recorded calls.
Posted 01 Dec 2005 [December 2005 Issue]
Recent advancements in selection technologies now make it possible to identify various individual traits and attributes before job offers are made.
Posted 01 Aug 2005 [August 2005 Issue]
Companies should strengthen their workforce optimization strategy with the addition of efficient agent selection tools.
Posted 01 Jun 2005 [June 2005 Issue]
Lawmakers are taking aim at companies that use offshore call centers.
Posted 01 Apr 2005 [April 2005 Issue]
The entire concept of agent training has been turned on its ear, and delivers unprecedented levels of efficiency and productivity.
Posted 21 Jan 2005 [February 2005 Issue]
How contact centers can have the benefits of both off- and onshore sites.
Posted 15 Nov 2004 [December 2004 Issue]
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