Creating a Win-Win-Win for Call Centers, Customers & Your Bottom Line
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Companies are becoming increasingly aware of the power of customer experience, particularly…
When Is It Time to Outsource Your Contact Center Operations?
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Outsourcing call center operations is an important decision that should be assessed…
5 Ways to Find On-Demand Agents
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Apply a little search engine optimization (SEO) thinking to recruit work-at-home agents.
5 Ways to Improve the Customer Experience
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The customer experience (CX) is the perceptions your customers have of your…
Why Your Customer Service Reputation Is Important — and How to Protect It
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No matter what industry or demographic you serve, if you’re managing a…
Never Underestimate the Importance of Friendly Customer Service
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There are many factors that go into delivering a great customer experience…
Call Center Best Practices: Got a Plan for Storm Season?
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Is your call center ready for the next storm season? Our…
Is Your Customer Service Kick-Ass?
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Agents Step in Where Self-service Leaves Off Normally, I don’t associate the…
How far can Self-Service go?
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Balance between Self-Service and Customer Service Agents In the call center and…
NPS: Is It Really the One Number You Need to Know?
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How satisfied are your customers? Do you know how to truly measure…
Social Media – The Elusive VOC Platform
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There has been much discussion about social media and the power it…
The New Contact Center: Solutions, Not Service
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A recent article in DestinationCRM.com got me thinking about how customer service…