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Welcome to the Performance Channel

Welcome to the Performance Channel. In this channelyou will find articles, case studies, research and more to help you improve performance. How do you measure performance?

Performance Articles

•		Improving Staff Retention
•		Workforce Optimization Technologies
•		Dramatically Reducing Total Email Response Time
•		Eliminating Data Wastage to Protect Brand and Boost ROI
•		How Should Contact Centers Measure The Level of Service They Provide?

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Performance News

•	Virtual Queuing Seen as 'Missing Piece in a Holistic Customer Service'
•	Buffalo Records 100,000 ‘311’ Calls
•	Corporate Call Center to Add 250 Call Center Positions
•	High Bandwidth Connectivity 'Allows Firms to Set Up Call Centres'
•	Philippine Labour Office Opens 24-hr Call Centre

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Performance Case Studies

•		Vocantas
•		CabCALL
•		Telerx
•		Advanced Call Center Technologies
•		Intellis

Performance Research

•	Methods Used To Capture Customer Satisfaction
•	Companies Could Be Losing More Than $5,000 Per Employee by Not Addressing Inefficient Communica…
•	Giving Agents Access To Information
•	Suggestion Boxes And Feedback To Management
•	Monitoring Agents