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The Role of the PCI DSS Standard in Protecting Your Customers

Contact centers today must comply with a plethora of requirements, government regulations and best practices to survive in a very competitive industry. So one is tempted to treat the PCI DSS standard... Read More

Three Keys to Driving Business Transformation

“To the person who does not know where he wants to go there is no favorable wind.” — Seneca Business transformation is a hot topic these days, but without the proper visibility... Read More

Does Employee Classification Matter to Customer Service?

As companies continue to look for ways to drive down operating costs one area that they’ve found savings is through employee classifications and outsourcing. This has significantly impacted contact centers, with a... Read More

Four Strategies to Improve Competitiveness, Compliance and Efficiency in the Contact Center

In today’s marketplace, there are a numerous obstacles that add costs and complexity to producing continuous customer satisfaction in the contact center. From handling the range of multi-channel customer interactions to increased... Read More

How Do I Know When I Need a Contact Center?

I am often asked by small business owners “how do I know when I need a contact center?” Here is my advice . . . The size of your company is not... Read More

Achieving Success with ICMI's Online Training Pass

Jewelers Mutual Insurance Company Over the past 1.5 years, Tricia Kissinger, Customer Care Manager at Jewelers Mutual Insurance Company, has led the contact center in growing to 30 account representatives (from 12),... Read More

Dispelling the 3 Most Common Myths of Contact Center Operations

These alleged “business truths” actually hurt operator morale, productivity and effectiveness Apple’s prelaunch campaign for its Apple Watch is the latest example of how the contact center is evolving to address attempts... Read More

Operational Success Index: Where to Measure Forecast Accuracy

In part one of this article series we established how each team within the workforce management practice affects the outcomes and success metrics of the call center. Last week in part two,... Read More

Contact Center: 2024 Style

A quick trip to any museum not only provides an interesting picture of yesteryear, it reveals an instructive barometer on the ways we have changed.  What would be the artifacts and displays... Read More

The Times They Are A Changin'

“Come gather 'round peopleWherever you roam…For the times they are a-changin'.” – Bob Dylan In life, there is only one constant: change.   You’ve witnessed this to be true at home and at... Read More

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If your center contact supports Spanish & English customers using bilingual reps, have you noticed a correlation between language and AHT?

No, English and Spanish AHT are the same
Spanish AHT is longer
Spanish AHT is shorter
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