Blog

February 27, 2018

No Brand Is In A Position To Ignore Customer Feedback

In a recent article, Ganesh Mukundan discusses the impact a Voice of the Customer (VoC) program can have on a business. If companies aren’t seen an increase in […]

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News & Insights

February 23, 2018

2 Ways to Boost Call Center Agent Energy and Enthusiasm

In a recent article, Daniela Puzzo discusses the importance of call center agent training (both initial and ongoing). However, she takes a unique approach to the concept by […]

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News & Insights

February 21, 2018

Checklist for Selecting an Outsource Call Center Partner

In today’s competitive business environment, many companies are realizing the benefits and cost efficiencies of outsourcing some or all of their call center activities to a third-party partner […]

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News & Insights

February 16, 2018

From a Twenty-Something: 3 Honest Reasons the Digital Experience is Important

Is digital transformation only a competitive edge, or is it actually something that changes how you view your customers? According to a recent article by James Warner, going […]

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News & Insights

February 16, 2018

7 Steps to Effectively Select a Cloud-Based Call Center Software System

Contact centers are constantly trying to keep up to date with TCPA compliance. In a recent article, Mckay Bird discusses the challenges many call centers face when trying […]

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News & Insights

February 16, 2018

There’s No Turning Back From the Digital World, But Don’t Lose Sight of Customer Service!

In this digital age with social media and Internet at our fingertips, are we closer to our customers than ever, or further apart? It can be very easy […]

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Customer Service, News & Insights

January 17, 2018

Looking to Reduce Call Center Agent Stress? Be in Their Corner!

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 […]

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Customer Service

January 17, 2018

3 Ways to Gain Feedback to Improve the Customer Experience

In a recent article, Nancy Selby informs us that customer experience is so important for companies that it will become the number one differentiator for customers within the […]

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News & Insights

January 17, 2018

The Significance of Consistency in Omni-Channel Contact Centers

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 […]

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Customer Service

January 11, 2018

4 Ways Companies Benefit from Using IVR Services

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’ […]

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Customer Service