Mark Ungerman

Small Contact Centers Have an Advantage

It would be difficult to find a small business that has not been adversely impacted by the current pandemic. And to say that most small businesses have been negatively impacted is putting it mildly. Recent findings from National Federation of Independent Businesses (NFIB) show...

Best Practices for Benchmarking the Contact Center

Every year many organizations conduct an annual review and planning exercise. This provides an opportunity to measure success and to set new goals, which are then taken by departments and broken down into supporting tactics. This practice forms a roadmap which helps the organization...

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