2006 Newsroom

• 25 Sep 2006
  Are You Being Served?
  
  "In such a competitive marketplace, customer service can be a key differentiator. Andrew White reports on the efforts of one firm to bring first-class service to the Gulf."
  
  
• 11 Sep 2006
  ContactCenterWorld.com Q&A: Customer Satisfaction (Sept. 2006)
  
  
  
  
• 03 Jul 2006
  ContactCenterWorld.com Q&A: Refinements in Contact Centers
  
  
  
  
• 17 Apr 2006
  ContactCenterWorld.com Q&A: Quality Reporting & Monitoring
  
  A look at superior analysis on selected indicators for targeting key standards in the contact center industry.
  
  
• 28 Feb 2006
  ContactCenterWorld.com Q&A: Outsourcing
  
  According to Alton, as in any business strategy and even more so with outsourcing which involves handing off a portion of a company's operation to another organization, effective management is critical.
  
  
• 22 Feb 2006
  ContactCenterWorld.com Q&A: Staff Retention
  
  According to Alton, the strongest variable predicting staff turnover is unscheduled absenteeism, the higher the unscheduled absenteeism the higher the attrition.
  
  
• 11 Jan 2006
  ContactCenterWorld.com Q&A: Customer Satisfaction
  
  For Peter and Chris, companies focusing on technology or people are not able to demonstrate significant improvements, but those focused on improving processes have significantly improved customer satisfaction.