How to Build an Ideal Call Center Quality Monitoring Scorecard?
Apr 29, 2020 Jim Iyoob
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…
Learn More...What are the Guiding Principles for Outsourcing Your Customer Service?
Feb 22, 2020 Ashwini Kumar
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…
Learn More...Project Management: Backbone of Call Center
Feb 19, 2020 Jim Iyoob
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…
Learn More...What are the Important Operations Management Trends to Follow?
Jan 31, 2020 Shawndra Tobias
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…
Learn More...Are Your Contact Center Quality Monitoring Parameters Effective?
Jan 22, 2020 Jim Iyoob
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…
Learn More...Analytics and the Power of the Human Touch: 5 Predictions for the Future
Dec 27, 2019 Jim Iyoob
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…
Learn More...10 Steps to Prepare Your Business for a Cyberattack
Dec 20, 2019 Ronnie Mize
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…
Learn More...Best Practices: Password Security 2019
Nov 15, 2019 Ronnie Mize
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…
Learn More...Characteristics of High Performing Teams
Oct 07, 2019 Matt Rocco
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…
Learn More...Worried about the Capital One Hack? Here’s what to Do
Aug 28, 2019 Ronnie Mize
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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