Retailers Turn to Outsourcing as Consumers Shop at Will
Sales/Growth
Retail hopscotching makes serving customers trickier than ever.
13 in 2013 – The Best Contact Center Advice
Virtual Workforce Management
As 2013 comes to a close, we wanted to share the 13…Self-Service – A Positive or Negative for Customer Experience
Customer Service Strategy
Self-service options are standard in today’s contact center environment. It’s typical to…
4 Ways Contact Centers and Marketing Go Hand-In-Hand
Sales/Growth
Positive customer experience requires leadership teams to understand every point a customer…NPS – A Tool in Your Metrics Toolbox
Customer Experience
A lot of time is spent in contact centers gathering and reporting…
Do Magic Metrics Exist?
Customer Service Strategy
Due to the number of metrics needed to effectively measure contact center…
The Value of Customer Loyalty
Customer Service Outsourcing
Often in sales-focused organizations, a lot of time, money and effort are…