Customer Service

With the invention of the internet and smartphones, getting solutions to issues or answers to questions regarding your business, customers can now choose how they want to interact […]

As part of her research for the book, Branding and Marketing You Through Teams, Donna Rachelson examined teams in six leading companies to find out what was separating […]

Building and operating a successful call center requires an extensive investment in upfront costs and ongoing expenses. Running that call center in a successful manner demands a unique […]

When it comes to how today’s customers want to communicate, there are lots of options. In addition to calling into the contact center, customers also have access to […]

Are you ever frustrated by slow response times to your customer service inquiries because a channel lacked support? CIPR posted an article on the many reasons to incorporate […]

You’re familiar with the complaints of IVR – whether the menus don’t make sense, it’s difficult to understand, or worse, they can’t understand you. However, there may be […]

If your business is growing and experiencing increased call volume, you may find that dedicating more resources to answering the phone has an adverse effect on your operation. […]

Why do you monitor your heart rate or other areas for health? Monitoring calls in a contact center occurs for similar reasons. ICMI wrote an article on how […]

Knowledge of how businesses are constructing their call center infrastructure provides a degree of context for understanding operational limitations. Knowledge of where businesses offer service provides a degree […]

Most businesses have gone global both in terms of outreach and operations. The global business environment has led to the need to outsourcing some operations most specifically customer […]