Contact Center Key Technology Trends for 2025: AI Leads the Charge
By Donna Fluss Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in … Read more
Customer Service Articles
Exploring Virtual Call Centers
Consider the Pros and Cons By Peter Lyle DeHaan, PhD Call centers were once centralized operations that functioned at a singular facility. Yet, thanks to … Read more
AQM Enhances CX and EX
By Donna Fluss All companies should strive to deliver an outstanding customer experience (CX), as it’s a primary driver of customer satisfaction, retention, and relationship-building. … Read more
7 Tips to Conduct Engaging Customer Surveys
Incorporate Best Practices into Your Customer Survey Process By Peter Lyle DeHaan, Ph.D. Do you survey your customers or clients? Should you do customer surveys? … Read more
Avoid the Covid Excuse in Your Call Center
Admit Your Service Faults Instead of Blaming the Pandemic By Peter Lyle DeHaan, Ph.D. Different countries around the world and various areas within have had … Read more
Data Driven, Multi-Channel Contact Centers Elevate the Customer Experience
By Renaud Charvet Fans of Friends may recall the episode in which Phoebe works as a call center agent for Empire Office Supplies, desperately trying … Read more
Developing Your Callback Strategy
Design a Callback Strategy That Works for You and Your Callers By Peter Lyle DeHaan, Ph.D. Though not every caller will use it, many appreciate … Read more
Going Beyond the Call
Offer Call Backs and Customer Service Options By Peter Lyle DeHaan, Ph.D. In thinking about going beyond the call, you may assume this is an … Read more
Chat Availability
Make Customer Service a Distinguishing Factor for Your Organization By Peter Lyle DeHaan, Ph.D. Companies are increasingly offering chat services as a way for their … Read more
Why Customers Want an Omnichannel Experience
By Megan Hottman We all know that providing an excellent customer experience is vital for business success. Customers expect interactions with your company to be … Read more