Operations Management

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.

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