Workforce optimization/scheduling
What’s the most valuable asset in your call centre? Of course, it’s your front-line agents. Teleperformance reveals how its workforce management model is evolving uniquely at each of its sites in Canada and even within sites for individual clients. By Christopher Watchorn

Opportunities abound in Québec
The Québec economy has considerable development potential for any business wishing to participate in a dynamic, innovative economy, rich in human resources, that relies on solid business partnerships, is open to the world and whose strategic development choices focus resolutely on the future, according to information provided by France Verrette, communication advisor, Ministry of Economic Development, Innovation and Exportation.

Using data to boost your service delivery
What is business intelligence (BI)? What wraps around it? What makes or breaks it and what are the logical steps to having good data to get to business intelligence? And what does it have in common with the Smurfs? By Samantha Kane