Resources
Check out the informative resources provided by some of the top Contact Centre professionals in the GTA!
Keep checking the site, as we will be updating the Resources regularly!
VereQuest - VereQuest - The Tough Get Going
Graham Kingma - Article for Contact Management Magazine
SwitchGear - Strategic Insights - Call Reduction Strategies
SwitchGear - Strategic Insights 10 Sacred Cows of Metrics
SwitchGear - GTACC Jan 2010 Meeting Summary - Addressing Tough Issues
SwitchGear - Call Centre for Dummies, 2nd Edition
Gerald McGroarty - 5 Steps
Gerald McGroarty - Recommended Reading
Mike Aoki - Handling Irate Callers