De-Silo Your Contact Workers and Build Value for the Entire Company (CRMGuru.com, October 2005)

At some point, contact centers must graduate from operating as cost (or even profit center) and move to the next evolutionary stage, that of a "value center". A value center is a center that generates value for the whole company, regardless of the impact on its individual P & L.

A Day in the Life of a Call Center (CRM Magazine, November 2002)

The New York City Department of Housing Preservation and Development's contact center is turning heads--including Mayor Bloomberg's.

Sprint Teams with Working Solutions in Multiyear Deal (CRM Magazine, November 2002)

Multimillion-dollar agreement will create data services network and vast voice.

Choosing An Outsourcing Company That Best Fits Your Company's Needs (TMC Magazine, November 2002)

Proper planning up front and an understanding of the outsourcer landscape will ensure that you choose an outsourcing company that best fits your company's needs.

Mobile Commerce And The Contact Center (TMC Magazine, November 2002)

The mobile Internet/m-commerce space is exciting, murky and still in the process of evolution. The opportunities and challenges are significant but what is not clear is whether the consumer can be cajoled into a change of lifestyle with the emergence of these new technologies.

Don't be a customer mind reader. Ask them! (bankrate.com, September 2002)

Small-business owners spend a great deal of energy guessing what's on customers' minds. Stop! Instead, just ask them. They will tell, especially if your questions are in the form of an effective survey.

The Customer Feedback Loop - “How is Your Customer Hearing” (JustSell.com, October 2002)

Your business works hard to seek out customers who will purchase your products and services. But how can you ensure that they will keep coming back?

Multi-Challenge Management (Customer Interface Magazine, September 2002)

A multichannel customer contact strategy can be profitable or perilous. Proper management makes the difference.

Behind the Headset – An Insiders Point of View (Call Center Exchange, September 2002)

Take an inside look at one person’s perspective on the operations of a call center. This article focuses from people aspects to technology within a center.

Under Construction (1 to 1 Magazine, September 2002)

The switch from cost center to retention driver and revenue generator requires a complete transformation in how call centers are run.

Due Diligence Is Key When Considering Contact Center Outsourcing (TMCnet, August 2002)

A growing number of companies are placing components of their direct customer contact in the hands of professional contact center outsourcers. This article discusses ways to gain confidence in not only outsourcing as a concept but also in selecting an outsourcer.

Slim Down Call Center Costs (CRM Magazine, August 2002)

Are your call center costs bursting at the seams? Here's how to trim down expenses while toning up service.

Targeting Verticals (CRM Magazine, August 2002)

CRM vendors see huge opportunity in serving niche markets.

Determining the Optimal Size for Your Call Center (August 2002)

The technology of today allows for the "virtual call center" where workloads can be shared seamlessly over multiple sites, by using various tools and technologies. However, despite the reality of being able to build a virtual call center, one question still remains: What is the optimal size for a call center?

What VPs Should Know About Call Centers (article published in Software Business Magazine, July 2002)

There are a variety of factors that play into effectively integrating a call center into the strategic focus of the business. This article highlights some of the most important tips to drive sales, service quality, retention and growth.

SURVEY SAYS… The Top 8 Contact Center Improvement Areas for 2002 (article published in Customer Interface Magazine, June 2002)

If you are interested in prioritizing where your management team should focus, check out the 8 Critical Areas identified in this article. Senior managers of companies surveyed (along with many of our clients) identified these “Top 8” as significant improvement opportunities.

Call Center Budgeting, The Great Juggling Act? (article published in TMCnet, June 12, 2002)

Explore different areas in which to focus when putting together a call center budget. Each area is broken down into budgetary components as well as often overlooked “hotspots.”

Building a Winning Business Case (article published in CCX Update, April 18, 2002)

Learn how to put together a successful business case to support a call center technology investment. This article focuses on specific principles to follow and areas in which to focus when creating the “winning business case.”

Building a Contact Center (presentation given at CIS Expo, July 2001)

Learn what is needed to set up a cutting edge multimedia customer interaction center. This presentation will show you how to set up systems for inbound, outbound, e-mail, chat, IVR and workforce management, as well as cover voice and network options, so you can have your customer interaction center delivering satisfaction — not only to your customers but also to management.

Outsourced CRM Solutions (presentation given at CIS Expo, July 2001)

Learn about current trends and opportunities in outsourced customer interaction services. This presentation will discuss outsourcing overviews, landscape, success factors and contractual considerations.