Blog

How to Build an Ideal Call Center Quality Monitoring Scorecard?

Apr 29, 2020 Jim Iyoob How to Build an Ideal Call Center Quality Monitoring Scorecard?

It’s crucial for call centers and QA managers to understand the Importance of using a call center QA scorecard. With a successful call center monitoring…

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What are the Guiding Principles for Outsourcing Your Customer Service?

Feb 22, 2020 Ashwini Kumar What are the Guiding Principles for Outsourcing Your Customer Service?

Excellent customer service is an integral part of every business. Whether your company deals in retail or offers specific services, consumers look for a convenient…

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Project Management: Backbone of Call Center

Feb 19, 2020 Jim Iyoob Project Management: Backbone of Call Center

Project management is the backbone of businesses. Managers are responsible for more than just managing people. To add to the need for managing regular business…

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What are the Important Operations Management Trends to Follow?

Jan 31, 2020 Shawndra Tobias What are the Important Operations Management Trends to Follow?

Call center operations are vital to the success of any business enterprise. Representatives in these pivotal positions are often the first line of contact with…

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Are Your Contact Center Quality Monitoring Parameters Effective?

Jan 22, 2020 Jim Iyoob Are Your Contact Center Quality Monitoring Parameters Effective?

Artificial intelligence is rapidly revolutionizing the world of business. Almost every process is now automated in one company or another. When it comes to contact…

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Analytics and the Power of the Human Touch: 5 Predictions for the Future

Dec 27, 2019 Jim Iyoob Analytics and the Power of the Human Touch: 5 Predictions for the Future

Everyone knows the story behind the demise of at least one brand or company that eventually failed to thrive due to an inability or refusal…

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10 Steps to Prepare Your Business for a Cyberattack

Dec 20, 2019 Ronnie Mize 10 Steps to Prepare Your Business for a Cyberattack

In 2017, cyberattack incidents cost companies, consumers, and governments around the world $600 billion. If this figure sounds unsustainably high, consider that projections show it will…

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Best Practices: Password Security 2019

Nov 15, 2019 Ronnie Mize Best Practices: Password Security 2019

Did you know that 81% of data breaches occur due to poor passwords? This is a staggering statistic and yet one of the simplest things…

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Characteristics of High Performing Teams

Oct 07, 2019 Matt Rocco Characteristics of High Performing Teams

I recently read an article about the characteristics that high performing teams share.  After reading the article, I reflected on my 35 years in the…

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Worried about the Capital One Hack? Here’s what to Do

Aug 28, 2019 Ronnie Mize Worried about the Capital One Hack? Here’s what to Do

According to IBM and the Ponemon Institute, 50% of data breaches in the financial sector are caused by malicious or criminal attacks, while 27% results…

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