Job Search & Resume Essentials

Fortunately (and unfortunately) as a Manager you will frequently get involved in the process of hiring…

Communication and Customer Service

An extremely funny story that demonstrates the importance of listening to your customers. This is some…

Internal & External SLA’s

A very important point to remember at all times is that you need to have a…

Erlang ‘C’ & Scheduling for Call Centres – III

Skill-Based Routing Simpler to say than actually execute, SBR is a way of ensuring that your…