Kick the One-Size-Fits-All Approach to the Curb
By Chad Hendren When it comes to customer service, a cookie-cutter approach won’t cut it. After all, a meaningful connection isn’t meaningful if it’s the … Read more
By Chad Hendren When it comes to customer service, a cookie-cutter approach won’t cut it. After all, a meaningful connection isn’t meaningful if it’s the … Read more
By Janet Livingston Call center agents, your public-facing staff, are key to your call center’s effectiveness and fuel the success of the overall organization. Successful … Read more
By Kathy Sisk When you make or receive a call, your telephone skills reflect you and your company. It’s important to project professionalism in handling … Read more
By Janet Livingston I suggest that you designate 2017 as the year of training. Train your agents, supervisors, managers, and support staff. Train them so … Read more
By Donna Fluss If a contact center manager could invest in only one initiative, what should it be? While I hope contact center managers have … Read more
By Jason Quinn Millennials have a reputation for leaving their jobs faster than any other generation. Most stay in roles for about two years before … Read more
By Scott J. Terres Not long ago it seemed that dealing with credit card or cable companies were the only times customers were likely to … Read more
By Ryan Apodac It’s go time. Training is over. It’s time to put everything I’ve learned into action. Can I do this? Do I have … Read more
By Sherry Gouel In this age of the Internet, websites, and social media, our process of gathering information has drastically changed over the past decade. … Read more
By Kathy Sisk When it comes to outbound campaigns, it is not realistic to assume that the prospect is sitting and waiting by his or … Read more