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Follow our employees, clients, and interested industry individuals as they provide insights into FurstPerson products and solutions as well as trends and issues in the contact and call industry.

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From McKinsey - Improving service in a downturn Published: June 26, 2009 McKinsey, the global consulting firm, offers an interesting article comparing customer satisfaction and speed of answer.

Let Them Drive: Advice on New-Hire Evaluations Published: June 10, 2009 Debbie Biggs posts an article on the ICMI Knowledge Center discussing the case for hands-on evaluation.

Article on the Philippine Call Center Industry Published: June 04, 2009 Wall Street Journal has a great review on the call center industry in the Philippines.

U.S. Tax law changes and implications to the call center outsourcing industry Published: May 11, 2009 TMCNet.com offers an interesting article based on research provided by Datamonitor on the potential impact to the call center outsourcing industry.

Common Practices Published: April 28, 2009 Do "common practices" dominate the call center industry?

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