The City of Philadelphia

The City of Philadelphia

The City of Philadelphia

The City of Philadelphia sees its citizens as customers. In order to be responsive and proactive in all economic situations, the city's council invested in technology to better serve and protect its people.

By Vocalcom

The Double A's of Customer Complaints: Acknowledge and Apologize

Understanding, sympathy, empathy and compassion – these are all valuable and necessary traits for a customer service rep; however, these emotions can easily get lost while interacting with a particularly rowdy customer. Even more, today’s call center interaction is much different than that of yesteryear, where it now involves multiple lines of communication, including social, Web and mobile. To ensure...
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