Great Customer Experience Starts with Customer Service Essentials
By Peter Lyle DeHaan, PhD In the call center space, customer experience looms as the hot buzzword of our industry. But beyond all the talk, … Read more
By Peter Lyle DeHaan, PhD In the call center space, customer experience looms as the hot buzzword of our industry. But beyond all the talk, … Read more
By Ray Naeini Establishing positive customer experiences leading to customer loyalty is today’s major objective for all enterprises. Customer loyalty differs from customer satisfaction in … Read more
By Janet Livingston All people in sales depend on the sales funnel. Salespeople at outsource call centers are no different. As the metaphor goes, you … Read more
By Sachin Kothari Call center managers have plenty to worry about. Just recruiting and keeping staff, watching margins, and managing stakeholders (external or internal) can … Read more
By Bob Kasten With the advent of computers, thoughts quickly turned to speculation that a computer could someday match human intelligence. In 1950 Alan Turing … Read more
By Donna Fluss Wells Fargo is no longer making daily news headlines, but the impact of their overly aggressive cross-selling culture will be felt by … Read more
By David Mathews Training is one of the last remaining areas in business whose value and ROI are taken on little more than faith. We … Read more
Many years ago AT&T contracted with Alston to build a telephone answering system they could install in their central offices. Tascom built that system. However, … Read more
DailyPay, a financial solutions company that reduces employee turnover through instant access to wages, announced a partnership with DialAmerica, a call center company with over … Read more
Startel Corporation announced the availability of Startel Contact Management Center (CMC) v14. “With this latest release, Startel continues the advancement of the Startel Contact Management … Read more