Blog & Articles
Robert has published more than 150 columns, articles, white papers, and research studies on relationship. In addition to being a regular contributor at Huffington Post, his work has been published and discussed in Forbes, American Banker, Sales & Marketing Management magazine, The CEO Magazine, ABA Bank Marketing magazine, Computerworld, The Daily Beast, Business Week, The Dallas Morning News, Los Angeles Times, The Detroit News, The Indianapolis Star and in international publications including Sydney Morning News (Australia), European Financial Management Association (London) and Relational Thinking Network (Cambridge, UK).
Dimension Data surveyed 300 call centers in 36 countries across five continents … From 1997 to 2007, key performance metrics indicated a significant deterioration of quality of service in contact centers. Call abandon rates … increased nearly 127 percent … annual agent attrition rate rose by 93 percent. – Kevin Zimmerman, 1 to 1 Weekly, June 30, 2008
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Some say fish were the last to discover the existence of water. I suspect call centers have become such a way […]