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The Secrets of Award-Winning Outsourced Service

An Interview with the 2017 ICMI Global Contact Center Awards Winner for Best Outsourcing Provider “Callzilla demonstrates a clear focus on caller and customer satisfaction. Excellent presentation on methodology for KPI and... Read More

Principles of Contact Center Quality

How do you define quality in your contact center? How is quality impacting your accessibility? And what are the costs of poor quality to your organization? The need for organizations to improve... Read More

6 Steps to Build Better Workforce Management

How to improve the relationship between WFM and operations Good working relationships are important across all lines of business in order to have a better chance of success. In call centers, one... Read More

It Ain't Easy Being a Contact Center

Whether you’ve been working in the contact center for a few days or many years, you know that it isn’t easy to consistently deliver exceptional customer service experiences. To get great service... Read More

How Contact Centers Benefit Other Departments

Contact centers have enormous potential to provide other business units with valuable insight and support. This can include input on customers, products, services and processes—information that, when captured and used, can transform... Read More

Call it a sixth sense. Customers are savvy about security.

First, a story: It’s a typical Sunday afternoon, and Jane is headed to the grocery store to pick up a few items for the week. She completes her shopping and heads to... Read More

The Human Risk of Your Contact Center

Chances are you can reel off the top of your head examples of subpar experiences you’ve had with some of the world’s most recognizable brands. The most egregious of these customer service... Read More

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

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Complimentary Webinar

The Future of Service: Best Practices for Introducing Automation to the Contact Center

Date: August 17, 2017
Time: 1:00 PM Eastern Time

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Complimentary Whitepaper

The Culture Value Chain: Business Impacts Defined

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Collecting & Acting on Employee Engagement Data

By ericamarois

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New Channel Implementation

By ericamarois

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Ways to Motivate Your Team

By ericamarois

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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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