As we enter a new year and many contact centers begin their new budgets, one challenge often hits them square in the face:  I have less money in the budget for staffing than I had last year but I still have the same or even more volume.  How can I do even more with less?    

One option is to do more with more for less.   Over the course of the year, it can be more expensive to hire less people if you have to use overtime to cover for meetings or peak periods.  This is especially true if your peak periods last for [...]

I had a great experience visiting 3 of our customers in the Toronto area earlier this week (well, other than getting stuck in Chicago on the way home by a snowstorm).  These meetings invariably give me energy and get me excited about what we can do for our current and future customers.  The domain-specific knowledge and insights these customers have in outbound dialing, outsourcing, collections, fund-raising, workforce management, and more is impressive – I can see why the successful ones are successful and why other companies give them business.

But I’m also reminded that we all can do better in learning [...]