Health Care Debate and Call Centers
Post-Meltdown Call-Center Lessons
Technology To Expand the Agent Pool
Relais & Chàteaux's Luxury Czar
Call Recording: Not Just Compliance
The Case for Workforce Management

Health benefits for the vast majority of contact center employees are paid for by employers. Here's a look at how potential health-care changes may impact different aspects of the industry.
The customer service industry may have dodged a bullet during the recession, with no mass layoffs, centers closing or a retreat from the need to deliver consistent, good-quality service to customers.
An increasing number of contact center managers are supporting work-at-home agents, not as an operations need, but to offer a benefit to agents that competitors might be using to entice defection.
Despite a dismal year, hotelier Jaume Tàpies', international president of Relais & Chteaux, has no plans to back away from luxury or reinvent his brand based on short-term consumer backlash.
Gone are the days where call recording was a necessary evil, performed for compliance reasons. Now more organizations see recording as a means to improve customer satisfaction.
It's hard to imagine that after all these years, we still need to make the case for workforce management as one of the most effective tools available for call centers to make resource allocation decisions.

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