Customer Service

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 […]

Confucius says, “The mechanic that would perfect his work must first sharpen his tools.” The same could be said for contact center agents. While the overall goals of […]

When delivering great customer experience on a global scale, organizations must be mindful of numerous factors, including local privacy concerns, how different cultures respond to specific service strategies, […]