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    Anatomy of a Good call: Part 3. Measurement

    We read a great article recently by Forbes on measurement where they were debunking the dogma that ‘If you can’t measure it you can’t manage it!’ They argue that the important...
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    Best Practice for Rapport Building in Call Centers

    Introduction During their job interview your agents will have said that they are great...
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    Anatomy of a Good Call: Part 1. Your Agent's Brain

    YOUR AGENTS ARE AMAZING! As you can see from the above illustration, every time they are on a call...
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    Allianz Global Assistance Case Study

    Sector Insurance Key Challenge Replace an access based database of quality monitoring scorecards...
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