All Blog Posts (164)

A "Nit" worth picking

Nitpick - the act of removing nits. What does that have to do with customers? Absolutely nothing.

I passed a cable television truck during my run this morning and it got me thinking that wherever it was headed it was probably late - Not In Time (NIT). Thousands of times each day people sit at home awaiting the promised arrival of a cable television or a phone company truck that will arrive late or not at all. We know that because we've all shared that experience. It's become part of… Continue

Added by Paul Roemer on August 1, 2008 at 2:44pm — 4 Comments

Benifits of Instant Messaging Public vs Internal tools?

Found this great article on IM tools

Added by Steve Michaels on July 11, 2008 at 1:00pm — No Comments

Unpleasant reality - Closing Call Center

As difficult as it is to accept, from time to time, those of us who are in the outsourced call center business inevitably must make decision to close a call center. Whatever the reason, it is never easy decision to make and even less enjoyable reality to experience. I know – I’ve been there.

However, there are ways in which we, as leaders, can and must face the reality and make most out of it. Business does not stop the minute you are told that your call center will be closing down. You… Continue

Added by Andrew Rzepczynski on June 20, 2008 at 10:30pm — 8 Comments

On-Shore Customer Contact Center Outsourcing

Watch this space for future postings on the benefits of outsourcing customer contact center functions to on-shore companies.

Added by Steve Jenness on May 30, 2008 at 2:59pm — 1 Comment

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