Author:  Gary Barnett
Sarbanes-Oxley is no longer an unknown quantity for American companies.  In fact, many corporations across the country have been working diligently since 2004 to comply. So, why I am writing about this now?  I recently read a San Antonio Express-News article on TMCnet.com, entitled The Good and Bad of Sarbanes-Oxley.
Sarbanes-Oxley is associated with [...]

Author:  Roger Sumner
In a recent blog, I wrote about the value of customer segmentation.  I know I left you hanging a bit, so I wanted to provide you with a few simple steps to help you implement a winning segmentation strategy in your contact center if you’ve decided that segmenting is right for you.

Identify Metrics
Identify [...]

Author:  Jim Mitchell
Last month, I wrote about Do Not Call legislation, specifically in Australia, Canada, and the United States.  There is some other somewhat recent, and much more restrictive, legislation in the United Kingdom that affects all types of outbound contact regardless of the business process they handle.  This legislation, which was proposed by the [...]

Author:  Gary Barnett
I just had an extremely positive customer experience with a company that is effectively using multiple channels to proactively service their customers.  My experience was so impressive, that I felt compelled to share it with you. 
I recently transitioned to a new Internet service, which required an on-site visit from a technician.  After I [...]