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Apple let me down – but their customers didn’t! 26 Jun 2012 | 12:36 am
OK, so I have to admit I have been a bit of a Missouri Mule on Social and Community actually having a meaningful impact on traditional support channels. And I shouldn’t be like that because my head t...
Finally – A Superb Call Center! 30 May 2012 | 01:38 am
Outstanding financial performance. Zero attrition in four years from a group of 80 – except for the one coordinator who left to follow his spouse to a job in another state. Collegial atmosphere wher...
Avoid Outsourcing Mistakes 1 May 2012 | 01:49 am
When 1 plus 1 equals ½ Five Huge Outsourcing Mistakes to Avoid Right Now It’s spring. You’re tempted to clean corporate house, streamline expenses, focus on core capabilities. Be careful with your p...
VoIP or TDM? 22 Feb 2012 | 05:35 am
VoIP or TDM? by Roger Meador The popularity of Voice over IP (VoIP) continues to grow. There are a large number of consumer offerings that work over DSL and a few free services as well. What is VoIP...
Contact Center Expo 17 Feb 2012 | 07:02 am
Join Alton Martin at the Contact Center expo, April 23-26 in Orlando Florida where he presents on Vested Outsourcing as part of the strategy track. Be sure to register early. Alton Martin discusses ...
CHATXPERTS 1 Feb 2012 | 07:52 am
SPOT’s CHATXPERTS WILL HELP YOU TO IMPLEMENT CHAT …OR JUST MAKE IT BETTER! Chat is fast becoming a channel of choice for many customers and prospective customers. Just like the fact that most prosp...
Back to the Future… 2012 6 Jan 2012 | 09:17 am
Ah, the time of year for resolutions! As I look back on 2011 and consider my resolutions for 2012, I wonder how much has really changed in the contact center industry and how much has stayed the same...
If my call is so important, why don’t you answer it? Part 2. 28 Dec 2011 | 09:42 am
Have you heard this recording upon dialing up a company, usually for support or post sales related? “Please go to our web site at www.donotcallme.com”. This is followed by a nice pause, then proce...
#1 Call Center Question… 10 Dec 2011 | 08:43 am
IF MY CALL IS SO IMPORTANT, WHY DON’T YOU ANSWER IT? How many times have all of us heard this recording? “Your call is very important to us, so please hold on the line and the next available agent w...
2012 10 Dec 2011 | 08:41 am
Make your first resolution in 2012 to stay fully informed! Join the many thousands who subscribe to our informative and engaging newsletter! By opting in, we can ensure a “no spam” experience for ou...
