Operational Budget Management

Your customers have never been more empowered. They have a wealth of information on everything about your company and are able to instantly share their thoughts with the world. That’s why it’s never b...

In this webinar, we will explore how to leverage data and analytics to create competitive advantage and enable high performance call centers in the following areas: Getting the right informatio...

What business are you in? Are you in the business of running a contact center, or are you in the business of running your business? And if it’s the latter, why are you spending your time and...

The biggest challenge facing today’s contact centers is that they do their jobs too well. That may seem counter-intuitive, but consider: the way we deliver service to customers has changed rel...

One would have to be living under a massive rock for the past few years to miss the fact that we are going through tough economic times. Companies are looking for inventive ways to cut costs and in...

If you care about reducing costs in your call center, you’ll definitely want to check out our webinar on the realities of cloud-based call centers. Is it vendor nonsense? Or something much m...

Elite organizations know that it takes more than mere hunches and guesswork to develop a successful pricing strategy. There is a method to the madness, a "science" to pricing, and successful profes...

Sometimes little comments can make big waves. That was certainly true of a comment made during a brainstorming session at Call Center IQ’s 7th Annual Call Centre Week Canada. Asked by t...

Though utilities firms believe price still represents the greatest differentiator for customers, when it comes to developing their customer management strategies, the more prominent focus is on expe...

Contact center outsourcing is nowhere near as obsolete as many critics allege, but it is decidedly less debatable that the practice has at least somewhat lost its luster. In an era overrun with co...

Over the past decade, nearly 235,000 contact center positions have been shifted offshore. However, companies are now rethinking the offshore equation due to shrinking talent pools, rising wage rates...

Outsourcers are a common political target for those trying to court the everyday American, and in the final State of the Union of his term, US President Barack Obama delivered a firm call to create...