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The sections below have been compiled for your benefit. We hope they assst you in your quest to find out more about the call center industry. |
Call Center News Sources |  | 
Contact Center Pipeline - Contact Center Pipeline is an instructional journal focused on the specific needs and challenges of the contact center.
Newsflash 5 | |
First call resolution (FCR) - should be measured internally to ientify process failures but more importantly it should be measureed in "real-time" from the customers perspective. The customer possesses the MORE IMPORTANT metrics. If you can only capture one, capture theirs, not yours. |
Newsflash 3 | |
Skilled leaders create great call centers. Have you invested in the skils of your supervisors lately? The returns on that investment can be HUGE. |
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