Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Gregory PetitBon - Blog

Staffing Gap Coverage

Hi Folks,

I'm am sure that many of you have been in a situation where you have a service gap that you would like to fill with staff, but you don't have the budget to hire additional folks.  This is where creativity comes into play and you need to reach into your bag of tricks.  Overtime is always a quick fix, but sometimes that is not enough to fill the gap.  Adjusting agents shifts?  This can work depending on your hours of operations and call patterns.  Requesting assistance from other divisions can be a good short term solution if your partners have some capacity to assist.  ACD/IVR messaging can assist from a customer experience perspective.  Tools such as Virtual Hold are also very handy in these situations.

Share your ideas - I would love to see some of the tips/tricks that you have completed in your centers and I'm sure we can all benefit from the ideas being shared.




Publish Date: August 6, 2014 9:57 AM

2014 Americas Conference

Made it home safe from the 2014 Americas conference.  When I attended this conference 3 years ago I was very impressed with what I was able to take away and how smoothly it ran.  Over this time Raj, Sharon, and team have continued to improve the event and have made each following conference progressively better.  Great additions to the online tools and app options!  My favorite new feature was the online workbook.  Not needing to take time to decipher my chicken scratched notes will make bringing best practices back to my business much easier.

great event Raj!  

May the (work)force be with you,


Publish Date: June 21, 2014 10:18 PM



Virtual Hold is getting a ton of love at the CCW conference.  Glad to see a tool that we just rolled out and are seeing great success with is an industry wide winner as well.

Publish Date: May 20, 2013 2:44 PM

CCW Confrence

Day 1 of the Best Practices conference is going great.  Pulling various ideas from different companies/people to make my call center a better place to work for our frontline staff and support functions.  Looking forward to the upcoming presenters!

Publish Date: May 20, 2013 2:41 PM

Customer Service Week

Customer service week is coming up in October and the BCBSRI call center is starting to plan some celebrations and activities... I'm very interested to see what others are doing to prepare for this event.  What type of contets, games, activities, and/or events have you all done ion the past?  Very interested to hear some stories about what has worked, ad what hasn't worked.  Please share some ideas.  I'll post some ideas that we are planning on putting in place for this years event after we complete our kick-off meeting today.  I look forward to seeing your responses!

Publish Date: July 27, 2012 9:32 AM




About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =