As the cost of doing business increases, call centers and help desks are frequently moving overseas. How can your center remain competitive? Is pooling the best

Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in c

Examples of sigma use abound in the product manufacturing world. Screws and nuts really work together because product and process designers worked hard to make

This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with prac