We recently had a request for an “emergency locator” application with a different twist.   Historically, we have written a number of “locator” type scripts, but this request had some unusual requirements.   The client wanted to have…

If you have managed a contact center of any size, sooner or later, you will be asked to make a change on demand.    A contact center supervisor feels the need to have a "team" meeting in the middle of the work day and needs the entire staff…

We continue to focus on call center strategies that optimize the caller experience by reducing or eliminating wait time. Now clearly, you have to be in a business that actually cares about customers, we don’t expect the IRS will be implementing…