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Free RFP Checklist

Questions To Ask Vendors Before Upgrading or Replacing Your Contact Center The RFP Checklist includes 239 questions curated from hundreds of contact center experts and includes insightful topics to ask telecom vendors about, such as: ACD functionality Co-browsing IVR Mobile Worforce automation Omnichannel Mixed media access And many, many more!

By |2018-04-25T18:36:33+00:00April 4th, 2018|

Contact Centers: What are your Top 3 KPIs? Vince Fulgenzi, Vitec Inc Let's say you're in a situation where you've been out of your office all morning in meetings. That never happens, right? And you come back to your desk now, and you want to find out what's going on in the center. What would be three KPIs you would look at [...]

By |2018-04-03T14:54:09+00:00October 18th, 2017|

Embrace diversity. It makes you smarter.

January 20th, 2017. Hubby and I sat down to watch an historical event, the swearing in of our 45th President. The moments leading up to this day were filled with strife, confusion, dissension, and misunderstandings. We weren’t just a country divided, we were also a house divided. But there’s another side to the story. The [...]

By |2017-02-17T18:18:06+00:00April 4th, 2017|

3 factors you need to create change in your organization

Change is hard. It’s a seemingly never ending rocky road, full of ups and downs and obstacles at every turn. But it’s worth it. Want to affect change in your life? I’m talking big change – impossible change. The type of change that others admire in awe. Recently, I witnessed such change. Here’s what happened. [...]

By |2018-03-21T20:24:30+00:00March 21st, 2017|

Help me Rhonda…

Help me Rhonda…A “Glad” Gram This weekend we had to renew passports.  If you’ve done it, you know it can be quite a daunting undertaking.  In preparation for an upcoming trip to Haiti, our girl child’s transition from child passport, to adult was the driving factor.  While we were at it, hubby and I thought [...]

By |2018-03-21T20:24:30+00:00March 7th, 2017|

Winds of Change

The other day I was watching a team of young men adjust a dock on Table Rock Lake, near Branson, MO, amidst high winds. Having arrived by water like a team of freshwater pirates, they appeared fully equipped to take on the challenge. One of the anchors holding the dock in place, had, during a [...]

By |2018-03-21T20:24:30+00:00February 21st, 2017|

Customer CARE

The typical holiday season often leaves me morphing into a bit of a Scrooge. The crowds, the rush, the stress… it’s enough to draw a "Bah-Humbug" from even the most organized consumer. But this year was different. Among the hustle and bustle, I encountered three delightful customer service teams who not only surprised and delighted me, [...]

By |2018-03-21T20:24:30+00:00February 7th, 2017|

Nature and Nuture

Today I literally rousted my husband from his “throne”, hustling him out of one room and up to our bedroom – all the while encouraging him to “be quiet.” On silent feet, I motioned him over to the window. The scene outside was like something from one of my favorite nature shows (yep, I can’t [...]

By |2018-03-21T20:24:30+00:00January 24th, 2017|

12 Contact Center Key Performance Indicators Guide

When you run a contact center, here’s the #1 thing you need to know: How to measure your results Yet, whether you’re a tried-and-true veteran of call center operations or just dipping your toe in the customer service business for the first time, measuring your center's performance against the industry standard can be time consuming, [...]

By |2018-03-21T20:24:30+00:00September 24th, 2016|