The Conceptual Age and Right Brain Skills
By Fancy Mills for ICMI
For the Western workforce to compete with inexpensive overseas labor, automated computers, and technology, and demand for products that move beyond function to enhance the meaning of our lives, we must develop right-brain skills.
Outsourced vs. In-House Customer Service
By Mike Aoki for LANtelligence
When facing a choice of whether to outsource Customer Service or build an in-house department, many companies rush to compare the cost. But there are more aspects that you should consider. In this post, we brought two experts' opinions to give you a better perspective on both sides of the coin.
Reduce Attrition by Creating a Contact Centre Orientation Plan
By Call Centre Helper
In many organisations, the contact centre is viewed as a separate community. But when it comes to recruitment, the contact centre can learn from HR.
Virtual leaders should worry less about connectivity and more about connections
Virtual teams -- once a novelty -- have now become the norm. Last year, 43% of American employees reported working at least some time remotely.
Contact Center Executive Outlook on Employee Engagement
By Susan Hash for Contact Center Pipeline
Leading contact center executives discuss the impact that agent engagement has on their contact centers and businesses, and share their recommendations for improving it.