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Call Center Times - February Newsletter

February 1, 2020

February Newsletter from Call Center Times

This isssue features the following:

Change Management And The Missing Ingredient
By Gregg Barratt, SVP, Communico Ltd., Westport, CT
Case Study: Customer Service Drives Customer Retention
“Business Friendly” Customer Service
By Nancy Friedman, Founder/Chairman, Telephone Doctor Customer Service Training, Customer Service Keynote Speaker
Use This Call Center Requirements Checklist To Find The Right Partner
By Megan Hottman, Operations Manager and Brand Evangelist, Quality Contact Solutions
Testimonial: Why Do Our Customers LOVE CallShaper?
Submitted by CallShaper
Success Story: New Technology Lowers Calling Costs And Provides A Better Customer Experience
Submitted by i-Comm Connect
Study Results: New Research Shows Live Chats Can Increase Sales BY Nearly 16 Percent
Submitted by INFORMS and Information Systems Research
Challenge Solved! - An Advice Column For Contact Center Managers
Submitted by Ulysses Learning
Getting The Most Value For My BPO - Part 2: The Long Explanation of Pricing in Call Center / BPO M&A
Submitted by Outsource Consultants
White Paper: Quality Of Hire Begins With Quality Of Hiring
Submitted by HRMC
A New Year Doesn’t Require A New Agent Churn Cycle
By Jeff Gallino, CTO and Founder, CallMiner
Four Call Center Trends To Watch In 2020
Submitted by Cloud Call Center Search
KPMG Study: Can Companies Come To Grips With AI Hype?
Submitted/Posted by David McCann
Four Marketing Automation Solutions Every SMB Should Have In 2020
By Chad Ruff, Chief Technology Officer, Swiftpage
PSCU Optimizes Contact Center Experience with Jacada
Submitted by PSCU
Employment Opportunity - NYU Langone Medical Center
Complimentary Webcast: Tuesday, February 11th – 1:00pm Eastern - Preparing for the Future of WFM - NICE and Verint
Complimentary Webcast: Thursday, February 20th - 1:00pm Eastern - The Beginner's Guide To Analytics - Presented by Calabrio
Complimentary Webcast: Thursday, March 12 - 1:00pm Eastern - Unlock Customer-Centric Intelligence  - Prsented by Calabrio
PCI Pal® Launches PCI Pal Digital for Omnichannel Payment Security
Advertorials by:
CCW Las Vegas 
TASKE Technology
Outsource Consultants
Ulysses Learning
Quality Contact Solutions





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