Customer Service

The last decade or so has seen a major shift from people shopping in traditional, physical stores to shopping almost exclusively online. While shopping online may offer convenience […]

In his recent article, Fred Chua discusses how inbound call centers can benefit travel agencies. The travel industry has been booming in the last few years and, while […]

Many companies know that a solid customer experience is important within day-to-day contact center interactions, but one specific area within the contact center where customer satisfaction is important […]

In his recent article, Fred Chua points out that while sales to potential new customers are important to companies, it can be just as important to sell new […]

Company leaders foster customer-centric environments. From the president down to department managers, it’s critical that people in leadership positions are the ones setting the tone and providing an […]

A recent article by Rob Daleman discusses the significance of customer experience in gaining and retaining customers and increasing revenue. Most companies agree that a high quality customer […]

In her recent article, Teresa Allen discusses the topic of utilizing customer service scripts. Many companies give their call center agents scripts to use in their customer interactions, […]

In a recent article, Gemma Baker discusses the difference between companies using social media chat (Facebook Messenger, for example) versus live chat support on their websites. While social […]

You know the internet? That vast location where everybody on Earth seems to gather to share ideas and complaints. There was a time when the web would have […]

Outsourcing can be a touchy topic for many companies. When it comes to outsourcing customer service specifically, there are people who oppose the idea because it could lead […]