Telemarketing
Costing Attrition
In Colin Taylor’s recent article, “Resolving The Riddle Of Retention,” he speaks about the cost of attrition and the many factors that affect it. This article outlines how to do both a simple estimate of that cost and more complex calculations to undertake for a center. First, let’s outline a…
Read More »Unsolicited Telemarketing in Canada
Washington, DCDecember 6, 2018Ian Scott, Chairperson and Chief Executive OfficerCanadian Radio-television and Telecommunications CommissionCheck against delivery Good morning. Thank you for that kind introduction. I’m pleased to be here with you today.For those who don’t know, the CRTC is an administrative tribunal that regulates and supervises Canada’s broadcasting and telecommunications…
Read More »TEN DUMB THINGS SMART CONTACT CENTER EXECUTIVES DO
There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding. This is my top ten list of really dumb things that smart call and…
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Leading with a security-first mentality
As technology rapidly develops, the number of security and privacy concerns will only continue …
