Articles in:

4 Ways to Evaluate Your Contact Center Training Program

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. However, simply training your contact center personnel is not enough. In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center […]

Read more >

Why Third-party Vendors Are About to Become a Significant Risk to Your Business

While the recent news cycle has been dominated by articles concerning Russian government hackers using Russian security software to steal classified US information, one of the biggest security and compliance stories is flying under the radar, especially here in the US. The big story businesses worldwide should be focusing on is the impending European Union […]

Read more >

3 Tips for Managing Distributed Operations, Employees, Suppliers and Customers

With Cyber Monday around the corner, a growing number of consumers are opting to stay out of the stores after Thanksgiving in the U.S. and do their holiday shopping from the comfort of the couch. It’s not just Amazon fulfilling people’s remote wish lists anymore either; more and more companies are extending their presence with […]

Read more >

Three Steps to Developing an Effective Customer Experience Strategy

This is the introduction to a three-part series on developing a customer experience strategy. As customer loyalty is tested with ever-growing options, the need to understand and manage the customer journey becomes an increasingly crucial factor of competitive differentiation. All companies regardless of size should be thinking about this, but more than the theory, the […]

Read more >


Follow Us