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As an industry that reaches a global market, the future growth and success of contact centers requires that you constantly look at ways to improve your ability to serve customers worldwide. Find out what some industry leaders have planned as part of their continuous improvement strategies. September 3, 2009
Technology has been taking some huge steps recently, especially in the telecoms and computer industry. Considering that the contact center industry is dependent on adapting the latest communication technologies and software, how is this evolutionary race affecting the business as a whole? July 21, 2009
The rate of attrition is usually listed as a top problem in contact centers. Not only is training new recruits expensive, but the loss of experienced agents is also detrimental. Why do agents leave? Most list a lack of motivation for the job as a primary reason. Industry professionals share with... July 17, 2009