The founding director of The Call Center School, Penny Reynolds, demonstrates the whiplash of certain cost-cutting steps on an organization's profitability and offers practical suggestions for mining hidden call center revenues.

Call Center Strategies for Increasing Profitability - Cost Center to Profit Center

Customer Interactions with Jacada is a podcast series that focuses on solutions to improve the customer experience. View these podcasts to get an insider's view of best practices in the call center, customer service metrics and current agent and customer satisfaction statistics. In addition, there are other hot topics to learn about, such as the latest in social media advancements and the evolution in cloud computing.

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Call Center Strategies for Increasing Profitability - Cost Center to Profit Center

Call Center Strategies for Increasing Profitability - Cost Center to Profit Center