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PUR Guide 2012 Fully Updated Version

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This comprehensive self-study certification course is designed to teach the novice or pro everything they need to understand and succeed in every phase of the public utilities business.

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Workforce

Call Center Quality Assurance

Optimizing Customer Service with Monitoring Technology
Employees will account for up to 80 percent of contact center budgets in the increasingly demanding world of customer interaction. Such a substantial investment cannot be left to chance, yet, it is often overlooked and rarely reviewed by managers.