Dick Bourke

9 Habits of Highly Effective Call Center Managers

The life of a call center manager can be challenging. You’ve got an entire team of people who must perform well under pressure and...

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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