Performance & Metrics

 Call Center IQ

The Danger of Outsourcing + 3 Ways to Protect Yourself

Contributor: Mitchell Osak
Posted: 8/19/2014

The Danger of Outsourcing + 3 Ways to Protect Yourself - Mitchell Osak

Against the backdrop of Kodak's fall from grace, Mitchell Osak examines the dangers of outsourcing and provides three ways to build a line of defense. Full Article »

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Good Contact Centres vs. Bad Contact Centres - What's the Difference? -

Customer service professionals are consistently bombarded with complaints about the ways their centres are damaging customer experiences and adversely impacting profitability. A more valuable--and markedly rarer--approach involves offering guidance on what they can do to become better. Full Podcast »

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2014 Executive Report on Call Center Performance, Operations and Technology

After first revealing the profile of today’s call centers, this report then investigates how organizations are measuring—and managing— call center performance. From there, it uncovers trends in agent engagement and development, quality assurance and technology purchasing, implementation and testing before revealing how today’s call centers must transform to deliver the results for which their businesses and their customers are looking. Full Whitepaper »

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