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At FUSION, we believe in constantly and consistently sharing knowledge with our valuable partners and clients.


Traits of a Good Contact Centre Manager
(a tribute to all Contact Centre Managers)

Capturing the “HEARTS” of Contact Centre Agents

Call Quality Monitoring – The Basics & Beyond (Part 1)
Call Quality Monitoring – The Basics & Beyond (Part 2)

Effective Call Quality Monitoring and Coaching

Driving Voice of the Customer (VOC) in the Contact Centre
(an article featured in global contact centre web portal

The 3Ps in Driving Customer Perception

The Importance & ROI of Customer Feedback

Click on the link above to download the desired article (in .pdf)

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