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Forbes recently posted an article from Micah Solomon – a customer service consultant and expert, customer experience consultant, speaker and author. A summary of his article on the […]

In an ideal world, call center executives and managers would only have to worry about keeping customers and employees happy. In reality, cost plays a huge role in […]

Do companies really understand their customers? If they did, surveying customers wouldn’t be such a big business. There is often a serious gap between the quality of customer […]

While many companies haven’t changed the way they offer customer service in years or even decades, customers themselves are ever-changing. This presents a problem for many companies, who […]

For years companies have been trying to understand what customers want. There are so many customers wanting so many things it’s deafening. How can we open our ears yet […]

Social media is fast becoming the preferred channel for customer service among consumers, but companies are failing to meet their expectations of ready availability and swift responses, according […]

Training contact center employees can be a challenge. It’s difficult to find the time and a constant pressure to train faster can compromise quality. It’s logistically difficult to […]