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.
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.
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.
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.
VANIR CONSULTING was founded in 2002 by Rick Boykin, Principal. VANIR CONSULTING'S vision is to provide contact center expertise to assist your company in delivering the most cost efficient and effective contact center. Whether you are a Fortune 500 company or a startup looking for assistance, VANIR CONSULTING has the expertise to get you there.
That expertise starts with Rick Boykin, who has extensive experience in the contact center industry. He has spent over 22 years in various management and executive positions with companies like, MCI Telecommunications, IBM Corporation and United Health Care. Mr. Boykin's contact center experience is well balanced with over 6 years in the management consulting business.Please Login
Over the years, companies have devised ways to measure just about everything that goes on in Contact Centers. But how do World-Class companies measure their levels of service? Find out what industry professionals have to say! April 30, 2009 5:00 AM
We always hear stories of bad service from customers, but what happens when contact center professionals experience similarly poor service? Hear some interesting stories from industry professionals! (To share and hear more experiences, consider att... April 23, 2009 5:00 AM
Technolog like AI speech analytics etc are surely investment areas many, eventually most will put in their toolbox. But don't forget to do the mundane things really well, like message management, customer data especially when that data crosses multiple product and business units. January 9, 2019 4:59 PM
Stop reporting performance using a monthly view! number of work days and peak work days vary month to month. Go weekly and quarterly. November 9, 2016 12:03 AM
Is your training really training? Don't believe that giving someone a Word document with process and procedures is training. It's reading! November 3, 2016 4:39 PM
If you don't have new hire and ongoing training curriculum then don't expect great customer service. Dedicate time and money to education. November 3, 2016 4:37 PM
Don't put your employees behind the eight ball. Make sure they have access to ALL customer communications and know how to find them. November 1, 2016 10:09 PM