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The annual ICMI Contact Center Expo, which took place virtually last month, featured an agenda of enlightening presentations on the state of the call center industry. While nearly every presentation over the two-day event mentioned …

Outsourcing certain aspects of a project is a suitable option for companies looking to save money or scale up quickly.  But you might be wondering, do I always need to outsource to a country located …

A call center phone policy is a document that aims to regulate a call center employee’s cell phone usage during work hours. An effective employee cell phone policy not only boosts agent productivity but also …

Employees can have many reasons for tardiness or absence. Some of them include personal or family emergencies, transportation issues, etc. But as an employer, you must have an accurate record of each employee’s attendance for …

You’re a small business owner, but you don’t know what the most common financial risks your company might be exposed to are. Whether you are an online business or a brick-and-mortar store, without the right …

Business owners have now realized the benefits of outsourcing certain tasks to virtual assistants. A virtual assistant (VA) adds tremendous value to their business and reduces their operational costs as they work from a virtual …

Working remotely has become the new normal because of the COVID-19 pandemic.  With so many employees working from home, team managers need a remote work plan or policy to ensure that their employees stay productive. …

With the arrival of the Internet of Things comes several innovations that help companies save time and money. One of the coolest of these is the rise of the ‘cyber secretary,’ or virtual assistant.  Rather …