‘Tis the Season – For Increased…

The holidays bring an unusual dichotomy to business. Those that provide consumer products popular for purchase as gifts are busier than any other time of…

 

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The New Contact Center: Solutions, Not…

A recent article in DestinationCRM.com  got me thinking about how customer service has evolved – or not evolved, as the case often is – in…

 

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Measuring Customer Satisfaction

Of all the measurements used to quantify call center performance, none is as important as customer satisfaction. Although other metrics such as first call resolution…

 

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The Value of Customer Loyalty

Often in sales-focused organizations, a lot of time, money and effort are placed in acquiring new customers, even though the resources required to retain existing…

 

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