Barbara Poole, the president of Poole Resources, Inc., a Fairfield County, Connecticut-based revenue improvement firm she began in 1992, has developed a number of management tools and processes for corporations to build market share.
In a time of shrinking payroll percents, self-service presents an enticing proposition. Unless a company develops and implements a successful self-service strategy, the allure...
The year 2005 ended not with a whisper but a bang. Twelve tumultuous months of natural disasters, corporate missteps, war, partisan politics and product...
Contact center compensation represents a big chunk of operating budgets. So great are the costs of staffing these new age repositories of customer interactions...