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Articles

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


Articles:


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 www.callcenterword.com)


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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