Customer Service

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 […]

In the article “Man vs. Robot: The Battle of Customer Service Turning Digital”, Larry Alton discusses the impact the millennial generation has on the economy. Some of this […]

When a call center is onboarding a new agent, they general go through all of the scripts, rules and regulations. However, many companies don’t give new employees the […]

When people think of the term “customer service”, they often correlate it to strictly interactions between company representatives and customers. However, the concept of customer service should be […]

Companies often put emphasis on creating a great customer experience. From customer journey mapping to trying to deliver the best service, companies put a lot of work into […]