Sat.Apr 23, 2011 - Fri.Apr 29, 2011

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Take-a-ways from IP Video Session at ISC West

Customer Interactions

'Recently I had the pleasure of collaborating with Sharon Shaw, Director of Education for the PSA Security Network, Daniel Brault, Founder and President of Electro Specialty Systems (ESS), and Karen L. Baker, Senior Vice President, The Protection Bureau, on a panel discussion at ISC West about how to make IP video projects profitable. The session was well attended and the discussion spirited.

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Consistent Performance

Brad Cleveland Blog

If your organization is seeing call center workload patterns that are somewhat different than in similar historical months and years, you’re not alone. And the reasons – the economy, changes in customer behavior, etc. – are certainly no mystery. Unfortunately, many managers rely on metrics that are summarized over overly-large blocks of time and lose visibility of problem areas.

article thumbnail

Consistent Performance

Brad Cleveland Blog

If your organization is seeing call center workload patterns that are somewhat different than in similar historical months and years, you’re not alone. And the reasons – the economy, changes in customer behavior, etc. – are certainly no mystery. Unfortunately, many managers rely on metrics that are summarized over overly-large blocks of time and lose visibility of problem areas.