What Is a Great Customer Service Department?
By Tom Cunningham If you took a random survey of companies across the globe and asked them if they had a great customer service department, … Read more
By Tom Cunningham If you took a random survey of companies across the globe and asked them if they had a great customer service department, … Read more
Get Real with On-Demand, Virtual Contact Center Solutions By Kim Houlne Forget real time. Business today runs on get-real time. Enabled by in-the-moment experiences. Catering … Read more
Companies Focus on New Customer Acquisition and Then Encourage Customers to Leave in Two Years By Peter Lyle DeHaan, PhD My family just completed our … Read more
By Tony Jurica Maintaining lasting relationships with customers once meant focusing on product ratings and decreasing wait times when a customer called into the organization. … Read more
Chatbots could follow the path of IVR, a once-promising technology that earned customer ire through poor implementation By Peter Lyle DeHaan, PhD I don’t often … Read more
Why More Companies Are Flipping Their Customer Service from Reactive to Proactive By Fara Haron Picture this all-too-frequent scenario: a customer just ordered something urgent … Read more
Embrace the Rapidly Changing Customer Communication Model By Gary E. Barnett A phrase often used to describe rapid acceleration of a business model is Change2 … Read more
By Murph Krajewski Two thousand seventeen was the year of operational shifts in customer service as archaic legacy systems were replaced with technological innovations to … Read more
Sometimes a Call Center Is Its Own Worst Enemy By Peter Lyle DeHaan, PhD When call centers work as intended, they’re an amazing resource. They … Read more
By Dean Kaplan Whether you’re receiving customer calls or making outbound calls, if you work in a call center, chances are you manage at least … Read more