Articles for Oscar Alban
Recessions Make for Strange Bedfellows
How the recession brought marketing and customer service closer together.
Leveraging Workforce Optimization for Contact Center Success
Rethink long-established contact center practices and roles.
Monitor Your Web Experience for Quality
We call center veterans have been focused on quality for years. We invented the phrase "this call may be monitored for quality purposes" some time ago and continue using it, even today, as a badge of honor for our companies' focus on providing quality customer service. Consumers are accustomed to hearing it, and many say they like knowing that their calls may be monitored so their experiences and voices can be heard.