Efficient Routing the Key to a Successful Call Center
By Lisa Mitchel The modern call center is often much maligned, but it plays an integral part in customer relationships in a world where customers … Read more
By Lisa Mitchel The modern call center is often much maligned, but it plays an integral part in customer relationships in a world where customers … Read more
By Donna Fluss It’s no longer enough to deliver an outstanding customer experience, something too few organizations do anyway. Contact centers that want to be … Read more
By Joe Laipple When I first started working in a call center, I asked a supervisor of thirty years to estimate how many change initiatives … Read more
By Vikas Nehru As companies face a backlash against offshore call centers or have simply found it was not the right solution for their particular … Read more
By Matt McConnell It’s an old adage, but it still rings true: Time is money. And in today’s call centers, time is a very scarce … Read more
By Liz Elting Imagine heading to the pharmacy to purchase medicine and not being able to ask an important question about drug interaction because the … Read more
By Scott Ray “We wait all these years to find someone who understands us, I thought, someone who accepts us as we are, someone with … Read more
By Rob Winner The call center is ground zero in customer interaction, the place where the customer often goes first when they need help, seek … Read more
By Steve Michaels Q: Is it wise to tell my employees of the impending sale of my business? A: The short answer is no! If … Read more
By P.J. Weyforth Customer experience can make or break a company, and today’s service failures are often publicly played out online for the world to … Read more