Customer Service

The traditional method of customer service (calling and requesting help) is still necessary within the call center, but many customers want to be able to research on their […]

In his article “Growing Your Contact Center Culture”, Patrick Russell tells us that your company culture is like a farmer’s soil because it lays the foundation for the […]

Most people want to work for a company where they can excel at their position and earn their way up the ladder. They want to feel like they […]

As technological advances continue to change the way companies operate, it’s important to keep your focus on two main goals: Make sure your technological solutions provide real value […]

Corey Kotlarz, President of Outsource Consultants, was interviewed by Telus International and quoted in their recent article. The following is the complete article. Technology is enabling contact centers […]

In a recent AnswerStat article, Mark Dwyer reflects on his thirty years of working in the healthcare call center industry. Specifically, he recognizes that many of his peers […]

Your company may use a call center that reports simple analytics like caller name, number, and location; but does your company utilize rich data? Rich data turns customer […]

Collaboration is a key component of delivering the ultimate customer service experience. With any great sports team or music group, it takes all members working together to achieve […]

Is it too early to talk about the holiday season? Absolutely not, especially if you work in the contact center industry or your company utilizes a contact center […]

It used to be that customers called in to companies looking for service and just accepted whatever results came their way. However, as a result of the evolution […]