Customer Service

In a recent article, Daniela gives the following tips for call centers to improve themselves and avoid complacency: Game plan changes based on self-assessment and the state of […]

In a recent article, Shelby Faris points out that while many companies have been putting emphasis on the customer experience in recent years, it can only take you […]

The biggest challenge when working with a call center outsourcing partner is making sure they’re providing consistent, ongoing performance. This includes ensuring the agents receive the proper training, […]

In a recent article, Steve Kraus addresses a common, but major, problem in the call center industry: agent attrition. Customers are often frustrated and angry by the time […]

In a recent article, Murph Krajewski points out that omnichannel customer service can greatly improve the customer experience/journey. However, there are some contact centers that don’t provide omnichannel […]

In a recent article, Shelby Faris takes in in-depth look at Interactive Voice Response (IVR) technology. She acknowledges that though IVR is a vital component of many companies’ […]

In a recent article, Lance Zingale discusses how lasting success for companies requires emphasis on customer lifetime value. In order to boost customer lifetime value, Zingale says that […]