When companies prepare to launch their knowledge base, they often get distracted by filling their knowledge base with content.

You could be launching a new call center. Or maybe your call center is growing. Maybe your customer satisfaction score (CSAT) is lower than you want. Alternatively (and unfortunately), maybe you’ve had a larger number of escalations or complaints than you care to admit.

There's a reason you have an annual check-up at your doctor's office.

What I’m about to tell you is not good running advice. You’ve been warned.

When call centers go through turnover, expansion, or bring on a BPO, they maintain metrics by burning out their supervisors.

Santa’s not the only one making lists and checking them twice.

Your call center agents are tripping up on phone calls. They don’t know what to say or do. While you may have documented procedures that are printed on PDFs or emailed to your call center agents, your agents don’t use them.

I’m a wannabe guitar player. In that, I mean I can play the eight basic chords on a guitar and sometimes I’ll surprise myself by remembering another one.

With some things in life, there is a very clear winner. It’s obvious who crosses the line first in a track meet. It's clear who scored more goals in a soccer game.

Quality vs quantity: Which is better? That’s an age-old argument. And it’s different for every industry. Often, you can make a solid argument for both sides.