Customer Service

The holiday season is just about here! Stores are already gearing up for the annual monsoon of shoppers. There is so much competition for the consumer dollar that […]

Enough studies have now been conducted to prove the link between agent engagement and positive customer satisfaction. Even without a study to corroborate this link, when one thinks […]

Metrics can be a great barometer for monitoring results, identifying opportunities for improvement, and driving behavior.  The question is whether the specific metrics in your contact center are […]

Social routing is an emerging trend, a way in which contact centers can more accurately meet the needs of their customers. But how is this different from what […]

Interactive Voice Response (IVR) technology can be a huge help for payment collectors, from allowing customers to make payments over the phone to simply checking their balance. Payment […]

The vast majority of entrepreneurs think that they can do it all. There is nothing wrong with this; entrepreneurs have this mind-set, they were born with it. The […]

If you’re in the know with the outsourcing industry, you may have heard some rumors about the new cool kid in town. Outcome-based pricing models! Though it may […]

In an evolving customer service and contact center industry, the only constant is change. As 2014 draws to a close, it is important not only to reflect on […]

Is there anything the cloud can’t do? Probably, but in the fast-growing world of high technology, its nascent growth is being embraced from seemingly all quarters. InContact wrote an article […]

Let’s talk about customer service for a bit. These days it’s all about instant gratification. Is a customer angry about something you did or didn’t do? They’d better […]