Case Study: Remote Call Center Agent Stations
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
Peter Lyle DeHaan
Benchmarking Your Call Center
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
The Summer 2003 Issue of AnswerStat Magazine
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