7 Key Reasons to Choose Onshore…
Today, more businesses are choosing onshore call center outsourcing over the offshore option. Here are 7 reasons why it may be a good idea to…
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Holiday Season Call Center Management Checklist
Are you ready for the holiday season? In most industries, that’s a loaded question, with the holidays often signifying spikes in sales activity and…
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What’s the Difference between Customer Experience…
If you lead a business—and especially if you lead a retail business—you very likely already know that to call customer service important is to…
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4 Key Metrics to Finding the…
Feeling the Love Year-round with Sustained Call Center Performance For Valentine’s Day, many call centers send out e-cards, flowers or sweets to customers…
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Ensuring Empathetic Service
Ensuring Empathetic Service Finding the right agents is key to building a client’s trust and connecting with its customers, says Gavin Woody, vice president…
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5 Steps to Proactive Customer Delight
Delighting your customers is a critical component that drives your brand’s success. Therefore, measuring customer experience becomes increasingly important as consumers find more power through…
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First Contact Resolution – The Foundation…
Customer experiences are the make or break metric for contact centers. We are very aware that customers want to have their issues and questions handled…
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Focusing on Customer Experience in Energy…
Many energy and utility companies have considered the foundational element of their customer acquisition strategy to be price. However, any customer who has had an…
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Hiring Contact Center Agents? Don’t Forget…
When considering trends for customer service and how to best empower agents, it is easy to remember technology, social media and customer experience, particularly with…
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Is Your Customer Service Kick-Ass?
Agents Step in Where Self-service Leaves Off Normally, I don’t associate the term “kick-ass” with the Harvard Business Review (HBR). At first glance, the two…
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How far can Self-Service go?
Balance between Self-Service and Customer Service Agents In the call center and contact center industry, self-service apps are proliferating. They enable customers to perform more…
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