Whitepapers

Contact Center professionals understand that coaching is one of the fundamental components to success. COVID-19 may have changed where and how agents work, but it hasn’t changed the fact that a Contact Center is only as good as its front line agents. Our whitepaper dives into coaching and employee…

The need to provide exceptional customer service is at the core of every business, and the dedicated call centers that provide that service are caretakers of your company’s image. You want to ensure your customers get quality assistance as quickly and efficiently as possible, but you also need to…

Is your workplace environment impacting your bottom line? You might think your call center is performing well, but customer engagement could still be falling short. Happiness in the workplace plays a huge role in the success of your overall business and DialAmerica can help you identify potential…

DialAmerica Healthcare Solutions exceeds major health plan's expectations for customer service during annual election period.

This paper details the recognized strengths and weakness of traditional outsourcing and insourcing relationships and then explains the principles of ThinSourcing as a business concept.   …