Support Center Site Certification
By Greg Coleman If you are considering site certification for your support center you are probably deluged by the sheer amount of information, facts, and … Read more
By Greg Coleman If you are considering site certification for your support center you are probably deluged by the sheer amount of information, facts, and … Read more
By Nancy Friedman, Telephone Doctor Almost anyone who’s been in a customer service position has had to talk to an irate caller or been in … Read more
By Jeff Dahltorp Call centers traditionally leverage four recruitment channels for their staffing needs: the Internet, third party recruiters, print advertisements, and referrals. Using all … Read more
By Mike Wilson, JD Hospitals that provide answering services to physicians at below fair market value (FMV) may risk violating federal or state law – … Read more
By Kathryn L. Holloman and Corrine Parver, Esq On March 3, 2003, the Department of Health and Human Services’ Office of the Inspector General issued … Read more
By Gary J. DuPont The use of remote workers is increasing and often expands the pool of available talent. Recognizing the need to address attrition, … Read more
By Peter Lyle DeHaan, Ph.D. What is benchmarking? At its simplest, benchmarking is objectively comparing your call center with others. Brad Cleveland of Incoming Calls … Read more
Articles in the Summer 2003 – Premier Issue – of AnswerStat Magazine Buyers Guide (updated version) Call Center Benchmarking Case Study: Remote Agent Stations Fraud Alert Issues Regarding … Read more