There's value in a human-to-human relationship, but there's nothing wrong with having technology to help along the way.
Posted December 06, 2019
Every customer contact is an opportunity to convince customers to continue doing business with you.
Posted September 19, 2019
Customer service personnel need to leave good impressions throughout the interaction, not just at the outset.
Posted June 28, 2019
Below are seven tips to help companies improve the customer experiences they provide.
Posted May 03, 2019
There are a few important questions to ask when trying to calculate the real worth of the contact center to the company.
Posted March 15, 2019
Networking properly creates opportunities for career and personal development.
Posted January 25, 2019
Don't just thank customers during the holidays; that should be standard practice all year long.
Posted December 14, 2018
Artificial intelligence works best when it is combined with a human element.
Posted October 05, 2018
Customer service associates who feel appreciated have a better connection to the brand and can deliver better service to customers.
Posted August 03, 2018
With just a few wording changes, customer service reps can position your company higher in the CSAT department.
Posted June 08, 2018
Customers are more likely to remember how you made them feel than what you said or did.
Posted April 06, 2018
With the call-back option becoming more popular, it's important that company reps leave the right voicemail messages.
Posted February 02, 2018
These eight tips will help companies make sure the agents they hire will be able to serve customers properly.
Posted November 17, 2017
Don't ask questions if you're not prepared to act on the results.
Posted June 30, 2017
No other word destroys loyalty and retention faster than "no," so figure out how to turn any situation into a positive.
Posted March 31, 2017
The contact center is part of any company's life blood, not a cost to be reduced.
Posted January 06, 2017
Better customer engagement with contact center agents leads to increased loyalty and retention.
Posted September 30, 2016
Automated phone systems and agent interactions need to make customers feel welcomed and appreciated.
Posted April 01, 2016
Consumers want fast and personal responses when reaching out via email with questions or concerns.
Posted December 11, 2015