5 Ways to Engage Your Front-Line Staff
By: Peg Ayers, MBA, CCXP The Front Line Customer Experience. Employee Engagement. Profitability. What’s the largest single influence on all of these things in your business? Chances are, it’s your frontline associates. The people who are dealing directly with your customers. The folks who are making decisions about how they do their work, what they […]Read more
Over 500 lost jobs in a week – Evidence the Canadian dollar has Changed Call Center Location Math
Last week TeleTech announced they were laying off 216 people at its Halifax call centre, which received almost $12 million dollars in job creation grants a decade ago. Marriott also announced last week that they are closing their Fredericton NB centre, laying off 260 staff. Both of these announcements reflect the impact of the change […]Read more
Who said all the Call Center Incentives were Gone?
Just read the Site Selection Groups’ Economic Incentives market Report for December 2011 and it became very clear to me that incentives can still be a significant inducement to business locations and drive localized economic development. The December reports references 186 projects garnering incentives of more than $750 million. The largest project listed is a […]Read more