One Call Center Out of Many: Staff Sharing Delivers Public Service in Dominican Republic

Aug 25, 2010 (0)

By pooling agents from member centers, the Dominican Republic Call Center Association staffs the critical Hurricane Hotline.

Operations Management

Contact Center Spotlight: BlueCross BlueShield of Tennessee

Apr 15, 2010 (0)

When BlueCard, a division of the healthcare insurer BlueCross BlueShield of Tennessee, noticed an upward spiral in its average handle times and call volume, it found answers to identifying the causes and controlling the spikes with speech analytics.

Speech analytics

Call Center Spotlight: NCS Pte. Ltd. – National Service Call Center

Mar 18, 2010 (0)

A strong focus on agent empowerment and engagement, excellent incentives that are tied to customer-centric KPIs, and a solid C-sat measurement/management process are the key reasons why NCS Pte. Ltd. earned the ICMI Global Call Center of the Year award (Small/Medium category) in 2009.

Employee Motivation and Retention


Featured Research

Recent Webinar

Show Customers How Much You Care

Join us for this complimentary webinar to learn how to leverage your IVR.

Download View all webinars »

Recent Podcast

Is the Executive Disconnect Affecting Your Customer Service

The gaps between executive perception and the reality of Customer Service.

Download View all podcasts »