Staffing & Productivity
Contributor: Greg Levin
Posted: 11/20/2013
Greg Levin
When it comes to agent recruiting, assessment and selection, success is much less common than failure... and it's more fun to talk about the latter. With that in mind, following are 15 signs your contact center’s hiring practices need work: Full Article »
Posted: 06/05/2011
LEGO's Reward Bricks, Colorful Culture and KPIs

Call Center IQ caught up with Jill Ouellette, LEGO's Director of Business Development, after her presentation at this year's 3rd Annual Customer Experience Summit to talk a bit about LEGOs contact center culture. We came away with some interesting answers, but sadly no LEGOs. Check out the video above or a recap of Ouellette's presenation below. Full Video »
Posted: 03/26/2013
Believing there to be a reverse correlation between prioritizing customer satisfaction and contact center efficiency, far too many businesses refuse to adopt a customer-centric mindset. But even worse than the error of that assertion—successful organizations know improving customer satisfaction is one of the surest means of growing the Full Podcast »
Contributor: call center week
Posted: 06/23/2013
Case Study: Kaspersky Lab Drives Customer Engagement Across Sales and Service
This case study provides an in-depth overview of how one company is using Nuance’s intelligent virtual assistant technology to drive revenue and decrease operating costs. In this case study, you will learn why Kaspersky decided to use a Web virtual assistant and how it has helped to enhance their customer’s experience. Full Whitepaper »