Mark Stanley

Article \| May 1, 2005 The Emergence of Applications in the Small to Mid-Size Enterprise By: Mark Stanley When most people hear the phrase “call center” they imagine a giant room of headset-equipped customer service agents stuffed into tiny cubicles,...more >>

Article \| May 1, 2004 How to Get the Most from Your WFM System By: Mark Stanley Getting the most out of any workforce management (WFM) acquisition involves thinking through the reasons why your contact center made the purchase in...more >>

Article \| March 1, 2004 The Revival of Enterprise Call Routing By: Mark Stanley Several years ago, when times were really good, call centers that were early adopters of technology embraced the notion of enterprise call routing...more >>

Article \| January 1, 2004 How to Choose the Right Consultant By: Mark Stanley Question: In 2004 our executive team will finally be able to release funds to expand and upgrade our call center! Yeah! The problem is I don’t know...more >>

Article \| May 1, 2005 The Emergence of Applications in the Small to Mid-Size Enterprise By: Mark Stanley When most people hear the phrase “call center” they imagine a giant room of headset-equipped customer service agents stuffed into tiny cubicles,...more >>

Article \| May 1, 2004 How to Get the Most from Your WFM System By: Mark Stanley Getting the most out of any workforce management (WFM) acquisition involves thinking through the reasons why your contact center made the purchase in...more >>

Article \| March 1, 2004 The Revival of Enterprise Call Routing By: Mark Stanley Several years ago, when times were really good, call centers that were early adopters of technology embraced the notion of enterprise call routing...more >>

Article \| January 1, 2004 How to Choose the Right Consultant By: Mark Stanley Question: In 2004 our executive team will finally be able to release funds to expand and upgrade our call center! Yeah! The problem is I don’t know...more >>