Managing Your Customer’s Customer Relationships
By Eric Camulli As an outsourced call center provider, your client’s customer relationships are in your hands. Providing the highest quality customer interaction is key … Read more
By Eric Camulli As an outsourced call center provider, your client’s customer relationships are in your hands. Providing the highest quality customer interaction is key … Read more
By Alton Martin and Scott Casson One critical mistake in handling customer service calls could be the determining factor behind a majority of customer complaints. … Read more
By Chuck Boyce Recently, as I was dropping a package into a FedEx box I was greeted by a uniformed agent. At first I thought … Read more
By Rosanne D’Ausilio, Ph.D. We all know first call resolution (FCR), also know as “one and done,” is the number one driver for customer satisfaction, … Read more
By Bill Catlette and Richard Hadden There are few connections in the world of business clearer than the one between how an organization treats its … Read more
By Ron Lee If you were a gold miner and you knew where an unearthed, rich vein of gold existed, which would seem more valuable … Read more
Before adding Chat Call Center’s arsenal, it’s important to recognize some of the most common errors businesses make with this technology: Hiring the wrong agents: … Read more
A few years ago Internet-centric companies were the next big thing. It was purported that they would change how business was done, render traditional commerce … Read more
By Jim Iyoob and Cindy Edwards Would you run a retail store with no salesclerks? Most certainly not. Likewise, having a website that depends solely … Read more
By Michael Guld Today’s business environment is becoming increasingly complex and competitive due to globalization, new technology, increasing product proliferation, brand erosion, market segmentation, consumer … Read more