Transforming Your Contact Center Into an Essential Corporate Contributor April 10, 2013Back Office, Contact Center, Operations [Back Office], Publications, Social Media, Strategy
Back Offices: It’s Time to Change the Work November 19, 2012Back Office, Operations [Back Office], Performance Management [Back Office], Publications
Should Contact Center Agents Do Back-Office Work During Slow Period July 19, 2012Back Office, Operations [Back Office], Publications
Desktop analytics: A game changer for contact centers, back offices March 13, 2012Back Office, Contact Center, Desktop Analytics, Operations [Back Office], Publications