Ensuring business continuity for your contact center through home agents
With the onset of the H1N1 virus, if your company has not incorporated the use of home agents as part of your contact centers' business continuity plans, now is the time! Learn how home agents can reduce your costs, improve your customer satisfaction, and provide business continuity to your organization.Should Telcos Follow the Lead of Google and Apple?
The likes of Google and Apple launch new services by building offers based on market demand. Shouldn't you spend more time looking to the market for inspiration and building your business around understanding how customers use the network?HRO Renewals: Best Practices and Lessons Learned from the Field
New HRO deals and renewals are better structured and more likely to meet goals than deals of years past. Successful HRO relationships are solidly governed and achieve optimal outcomes. This paper provides an analysis of lessons learned and best practices from a series of HRO renewal efforts with the clients of Convergys.
