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Learn how to calculate the weighted average service level in your contact centre.  The most important measure of success from a customer perspective. 
We hope the findings & actions contained in this video provide you with ideas that will help your teams convert more sales.
Learn the value of stack ranking and how it can help you focus your training, coaching and recognition efforts.
Here are some things about when putting together your Call Center Budget.
You have the same tools to make your customer service as great as aviation has made flying safe.
Report on the important items that drive your Call Center forward.
There is no industry standard. Do what is right for your customers and for your business.
Get an inside perspective on how BPO's work different models to determine the price they charge their Clients.
Agents costs are the largest single factor in a Contact Center. Learn how to keep them in check. 
Outsourcing your customer service can be problematic.  I give you 10 ways to ensure success.
Some important points to consider about your business contract.