Destination CRM: The Risky Risk Business 
June 2008

How PGAC, a non-standard auto insurance company for high risk drivers assures better -- and more effective -- service with Upstream Works. By Christopher Musico

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Destination CRM: Checking the Pulse of the Contact Center 
November 2007

Contact center performance management provides a holistic view of agent performance; use that data to spur desirable behaviors that will help reps beat center and corporate goals. By Coreen Bailor

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Customer Interaction Solutions: First Call Resolution: Good for you, Good for your Customers
April 2007

It's a generally accepted piece of conventional wisdom that in the call center, what's good for you is not good for the customer. By Tracey Schelmetic.

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Contact Professional: Make First Call Resolution Your Centerpiece Goal

First Call Resolution (FCR) has far reaching affects in the contact center , and a world class contact center will focus on this as a key performance indicator out of business necessity.

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Call Center Magazine: Measuring The Things That Matter
March 2007

A deep dive into seven key metrics that are most critical in gauging and securing customer satisfaction, loyalty and contact center effectiveness.

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CP Wire: Five Signs You’re Failing at First-Call Resolution (and what to do)
January 2007

Believe it or not, 20 to 30 percent of all calls your center receives are from repeat callers. Find out why.