Author:  Gary Barnett
A few months ago BT INS, an IT software consulting firm, released the results of its Voice over Internet Protocol (VoIP) survey.  I read about it on NetworkWorld.com.  While the survey sample size was rather small (it consisted of 157 IT professionals), I still found the results interesting.  A few things jumped out […]

Author:  Jim Mitchell
Continuing along the lines of my last blog posting, today I will be talking a bit more about agent Empathy and Advocacy.  I think this is a particularly important topic, and one worth discussing at length, as research tells us that 50 percent of consumers who have good interactions will conduct more business […]

Author:  Roger Sumner
When I meet with customers, we often spend time talking about various contact center-related business issues they are encountering. Sometimes, a common theme emerges. Today, I have one to share with you.  There seems to be an across-the-board, genuine interest in the notion of a broader measure resulting from contact center metrics, which […]

Author:  Gary Barnett
There are different laws around the world that dictate when and how long agents can work.  While these rules and practices are good in some ways by protecting workers; they can also increase the challenges associated with managing a workforce – particularly a workforce whose schedule stringently revolves around call volumes and flows.  […]