Customer Service

SearchCRM recently wrote an article on how contact center technologies improve the customer experience. A summary of that article is below: After years of conversation about rude reps […]

Business 2 Community recently posted an article on how to decide if a virtual call center is for your business. A summary of that article is below: Companies […]

Great culture has the potential to turn your average business into an amazing business. An article written by ICMI points out 5 customer service skills that can help […]

Contact center call-backs are an under-used and under-appreciated technology. The basic concept has been around for decades, but only in the last few years have we learned how […]

Call centers are at the core of the customer experience and are often under constant scrutiny from the public and industry to ensure a high level of service […]

Social media in the call center was a discussion topic in a recent CallTalk Caramels, a monthly Internet radio program featuring the most innovative managers and thought leaders […]

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 […]