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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 […]

Companies strongly desire to turn the millennial generation into their brand advocates, but in her recent article, Natalie Petouhoff, Ph.D. indicates that this is a challenging task because […]

Customers want to be self-reliant and have the capability to help themselves via digital channels. However, there is still a need for real human interaction despite wanting the […]

  Many companies view agent response time as the most important metric to track in their contact center. In theory, it makes sense to put emphasis on response […]

In his recent article, Anand Srinivasan explores the theory that great customer service equals great marketing. The logic behind this thought it simple: if you deliver great customer […]