Thoughts from the Cliff Dweller

We explain how a Contact Center Outsourcer looks at their existing costs and some of the contract considerations needed for an RFQ response.

Posted 1 year ago

Tags: call center, call centre, contract, contact center, costs in a call centre, outsourcing, overseas call center, customer service, contact center technology, Call Center Management, call center support, m, managing your call centre,

Here is a list of all the items you would typically expect to see in a contact center budget.

Also includes some hints on how to track and forecast your budget for the coming year.

Posted 1 year ago

Tags: call center, call centre, contact center, contact centre, costs in a call centre, budgets, 2011 budget, Call Center Management, call center support,

Thinking about outsourcing some or all of your Call Center or Contact Center? These 10 tips will help you with managing the relationship to ensure greater success.

Posted 1 year ago

Tags: call center, outsource, outsourcing, outsource contract, top 10, working with an vendor, Call Center Management, contact centre, contact center, contract, off shore agents, vendor, call centre management, managing, operating a contact centre,

Describes how Voice Analytics machines work and the functions of their different components. I also talk about some common uses and provide an overview of the positive aspects and some of the drawbacks of voice analytics when used in a contact center.

Posted 1 year ago

Tags: Call Center Management, Voice Analytics, speech analytics, agent performance, tracking agents, contact center, call center, call centre, customer service, coaching, process improvement, wave file, speech, csr, Call Center Management, call center technology, call centre education, operating a contact centre, contact center technology, digital speech, acd, pbx, recording calls, agent performance, process improvements,