Have you started planning for next year? Even if your company is not on a calendar fiscal year, the end of the year is a natural time for all of us to pause, reflect and project our desires on the future. Read the rest of this entry »

Reading is fun and helps you advance your career. Developing a reading habit is enjoyable, and can be incorporated into the routine tasks of the entire support center. Read the rest of this entry »

Training your new support analysts, creating a career plan and providing continual learning opportunities creates a productive and loyal workforce. Read the rest of this entry »

Outsourcing support operations to offshore call centers has become a controversial topic. In this article, Kristin discusses the appropriate situations in which to consider offshoring. Read the rest of this entry »

Kristin identifies six steps to creating an effective partnership with an outsourcing vendor. Read the rest of this entry »

Through interviews with three highly effective executives, Kristin outlines the virtues of patience when leading change. Read the rest of this entry »