Thomas Laird

Remembering the Call Center of the Past- 1985

Let's take a trip back to the call center of 1985! I have read and written many articles on the future of customer service...

7 Reasons Why Your Call Center Stinks!

I bet you I know why your call center is struggling! In helping companies with call center outsourcing, we have seen many reasons call centers...

Call Center Outsourcing: Outsource Your Call Center or Grow It Internally?

With the current economy on the upswing, many companies are expanding their operations and wondering about call center outsourcing. The question of “What do...

Call Center Quality Management-Weekly Agent Analysis Program Implementation

Call Center Quality management and training need to be a cornerstone of any contact center. Do all your contact center/customer service agents have a...

Starting the Day the Right Way in Your Call Center for Maximum Quality Results

CALL CENTER MANAGEMENT-CONTROLLING THE FIRST 30 MINUTES OF AN ASSOCIATE’S DAY We educate all our middle management that the first 30 minutes of an associate’s...

10 Ways To Disrupt Your Call Center Using Technology and Best Practices

The technology and processes for running a call center in 2019 are evolving. Let's look at 10 ways you can disrupt your call...

8 Steps to Transform and Evolve Your Contact Center Culture

Culture is the thread that holds your call center together. Over the years we have come up with 8 tips to enhance your...

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