By John Broderick Recently, while making travel arrangements, I called my travel agent’s customer service line. On hold for the better part of an hour, … Read more
By Bill Curtin IV John D. Rockefeller’s pragmatic view of disaster recovery – “I always tried to turn every disaster into an opportunity” – is … Read more
By Nancy Friedman, The Telephone Doctor We all know the importance of customer service. Those of us who are in this industry normally are the … Read more
By David Weiss With the ongoing migration of voice communications toward server-based facilities and IP networks, today’s call centers are susceptible to all of the … Read more
By Randy Saunders Hurricanes, tornados, earthquakes, storms, power outages, terrorist threats…you never know when or how your business might be disrupted. But you do know … Read more
By Maurice A. Ramirez When a disaster strikes–whether it be a hurricane, earthquake, flood, terrorist attack, or some other devastating event–many businesses are eager to … Read more
By Maurice A. Ramirez When hurricane Katrina slammed the gulf coast, every American witnessed the devastation that occurred from lack of preparation and planning. Officials … Read more