Dick Bourke

How to Maximize Your Contact Center for Omnichannel Engagement

Today’s businesses rely on healthy customer engagement initiatives for profitability and long-term customer loyalty. Being present at all customer touch points with personalized, relevant...

3 Critical Reasons for Call Center Quality Assurance Scoring

Today’s customers have more choices than ever before. The credit card industry provides a good example. During just one month in 2016, providers sent...

Surprisingly simple tips for designing call center incentive programs

Working as a call center agent can seem like a tedious, thankless job. In some cases, agents spend hours talking with people who don’t...

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