Agent Spoofing The New Contact Center Epidemic

Agent spoofing is when a hired call center agent hires another person to work their shift. This is not a new thing, but it has reached epidemic level impact for business process outsourcers (BPOs) and new contact centers that pushed their people home in a hurry.

Michael McMillanMarch 10, 2021contact center, agent spoofing, call center, BPO, Compliance

Building The Bond With Your Head of Sales

LeadershipMichael McMillanAugust 27, 2019sales leadership, sales, sales management, Leadership

MIT Enterprise Forum San Diego Case Study

Field Logix Case Study from the MIT Enterprise Forum San Diego