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Customer Support within a Shared Services Model »

"When a Shared Service center must interact with many customers (employees and/or vendors), the organization will benefit from utilizing a front office or customer support function to segregate the customer facing tasks from the back office transactional tasks."

by Michael V. Lauro and Ike Mitchell

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How to Go Virtual and Take your Call Center to the Next Level »

"Whether you’ve managed a traditional bricks-and mortar contact center or not, addressing the key differences in each of the four major areas this white paper describes will help you identify and avoid most of the pitfalls of “going virtual” before you start."

by Alan W. Hubbard, Chief Operating Officer, National Telecommuing Institute, Inc.

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Improving Contact Center Performance -– Where Do We Start and How Do We Get There? »

"Contact center performance metrics (service level, abandonment, first contact resolution, contact quality, etc) are key factors influencing customer satisfaction and the success of the organization or company. An Integrated Approach methodology should be utilized to address all aspects of the contact center operations, processes and technology to deliver the desired results."

by Michael V. Lauro

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Operationalizing Customer Intelligence in the Contact Center »

"Operationalizing customer intelligence is a key factor in migrating the customer contact center from a cost/service oriented operation to a profit/loyalty oriented operation. Customer service managers should be able to discuss customer defection saves, service to sales conversions, cross & up sell ratios, and what the center is doing to increase customer satisfaction and loyalty with senior management."

by Ike Mitchell