Rhonda Proctor

Contact Professional Contributors

Article \| March 1, 2006 Beyond a Sales Culture By: Rhonda Proctor Over the years many of us have led initiatives to expand our service vision to include effective, customer-focused sales strategies and tactics....more >>

Article \| January 1, 2006 Are We Overlooking Our Supervisors? By: Rhonda Proctor For years we’ve talked about the importance of effective people management in the value chain of the contact center, and in many cases there have...more >>

Article \| January 1, 2006 Trends in Healthcare Contact Sector By: Rhonda Proctor In this edition of Profile we begin focus on issues in the healthcare industry. To gather the information, we spoke with two leading industry...more >>

Article \| November 1, 2005 Contact Centers in a Young Democracy By: Rhonda Proctor In this edition of Profile, we interviewed Juan Carlos Pereira, co-founder and executive director of ProNicaragua (www.pronicaragua.org), a...more >>

Article \| July 1, 2005 WORKFORCE MANAGEMENT - The "Softer" Side of Workforce Management By: Rhonda Proctor To learn more about workforce issues, we talked with one of our Advisory Board members – Dina Vance, with Ulysses Learning, who serves as a...more >>

Article \| May 1, 2005 Maple Leaves, Kettle Drums and Sombreros: U.S. “Nearshore” Options By: Rhonda Proctor No matter where you stand on the issue of outsourcing, one thing is certain: Many contact centers have begun to stand on the shores of countries near...more >>

Article \| May 1, 2005 Preparing for IP By: Rhonda Proctor Without a doubt, IP has become one of the contact center’s biggest buzzwords of the year, yet it is a topic that is still somewhat misunderstood....more >>

Article \| March 1, 2005 Small Markets with Big Potential: Do They Still Exist? By: Rhonda Proctor In the past 15 years, site selection in the contact center industry has certainly had its ups and downs. Historically speaking, it was the...more >>

Article \| March 1, 2005 Best Practices in Employee Assessment By: Mark Selcow,Rhonda Proctor Employee assessment is becoming a key driver of successful world-class contact centers, but how to achieve it is still topic of much debate. In an...more >>

Article \| July 1, 2002 The Glimmer of the Gold: Gold Collar Workers at American Healthways By: Rhonda Proctor If you think the term gold collar worker refers to the guy at the gas station booth wearing a bunch of big gold chains, think again. Gold collar...more >>

Article \| March 1, 2006 Beyond a Sales Culture By: Rhonda Proctor Over the years many of us have led initiatives to expand our service vision to include effective, customer-focused sales strategies and tactics....more >>

Article \| January 1, 2006 Are We Overlooking Our Supervisors? By: Rhonda Proctor For years we’ve talked about the importance of effective people management in the value chain of the contact center, and in many cases there have...more >>

Article \| January 1, 2006 Trends in Healthcare Contact Sector By: Rhonda Proctor In this edition of Profile we begin focus on issues in the healthcare industry. To gather the information, we spoke with two leading industry...more >>

Article \| November 1, 2005 Contact Centers in a Young Democracy By: Rhonda Proctor In this edition of Profile, we interviewed Juan Carlos Pereira, co-founder and executive director of ProNicaragua (www.pronicaragua.org), a...more >>

Article \| July 1, 2005 WORKFORCE MANAGEMENT - The "Softer" Side of Workforce Management By: Rhonda Proctor To learn more about workforce issues, we talked with one of our Advisory Board members – Dina Vance, with Ulysses Learning, who serves as a...more >>

Article \| May 1, 2005 Maple Leaves, Kettle Drums and Sombreros: U.S. “Nearshore” Options By: Rhonda Proctor No matter where you stand on the issue of outsourcing, one thing is certain: Many contact centers have begun to stand on the shores of countries near...more >>

Article \| May 1, 2005 Preparing for IP By: Rhonda Proctor Without a doubt, IP has become one of the contact center’s biggest buzzwords of the year, yet it is a topic that is still somewhat misunderstood....more >>

Article \| March 1, 2005 Small Markets with Big Potential: Do They Still Exist? By: Rhonda Proctor In the past 15 years, site selection in the contact center industry has certainly had its ups and downs. Historically speaking, it was the...more >>

Article \| March 1, 2005 Best Practices in Employee Assessment By: Mark Selcow,Rhonda Proctor Employee assessment is becoming a key driver of successful world-class contact centers, but how to achieve it is still topic of much debate. In an...more >>

Article \| July 1, 2002 The Glimmer of the Gold: Gold Collar Workers at American Healthways By: Rhonda Proctor If you think the term gold collar worker refers to the guy at the gas station booth wearing a bunch of big gold chains, think again. Gold collar...more >>