• Small Companies Turn to Call Center Solution Partners to Help with TCPA

    It’s been nearly 30 days since the updated Telephone Consumer Protection Act (TCPA) went into effect (on October 16th). By now, most medium to large companies have shored up their permission language, with business rules already being out in the market for following the guidelines for turning prospects into customers. Many smaller companies, however, are still struggling to find...

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  • Getting More Out of Customer Service

    If you still consider your customer service center a cost center, it’s time to think again. Research shows that customers will spend more with a company that gives exceptional service—as much as 13 percent more. So, when you’re creating your next customer service strategic plan, factor in some revenue growth. Here are a few suggestions that may help jumpstart...

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  • Why Virtual Call Centers Are Still So Integral

    It seems that technology is always caught in a state of evolution. It’s always booming with some sort of new innovation or venture, which makes it easy for call center leaders to focus on the newest forms of communication and client interaction. This is especially true now that the smartphone (what is essentially a fully operational computer) represents a...

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  • Does Your Contact Center Need a ‘Tune Up?’

    Succeeding in the cloud contact center business depends on a variety of aspects – from the implementation of up-to-date Voice over Internet Protocol offerings to how well social media is being utilized in one’s overall service strategy. Especially considering the rapid growth of the cloud atmosphere over the last few years, there is much to keep track of. This...

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  • Call Center Scripting Can Make or Break the Customer Relationship

    Correctly running a call center is not quite as easy as some may believe. On the one hand, you want to employ agents who can think for themselves and deal with problems as they arise. At the same time, the proper call center script can help your service facility run as efficiently as possible, allowing agents to utilize call...

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  • There’s Only One Way to Knock Down Lengthy Call Center Wait Times

    One of the more useful aspects of the troubled roll-out from the Affordable Care Act is that its rocky start has required organizations nationwide to re-assess their existing call center solutions and determine what they need to do in order to ensure that issues are addressed as efficiently as possible.   For MNsure, Minnesota’s new health insurance exchange, calls...

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  • Congratulations, You’re (Mobility) Engaged!

    Mobile is the greatest engagement tool to come along since the invention of the Internet. Why? Because it allows you to go everywhere your customers go and interact with them at any time and in any place deemed appropriate by both parties. For instance, you can tweet or text a discount code to a customer you’ve been speaking with...

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  • The Tale of One Successful Company’s Customer Service Meltdown

    It just goes to show that even the most profitable company can begin to burn if it doesn’t ensure a competitive, pleasant customer experience. The company in question is Ryanair, a European low-cost airline. Ryanair boasts annual profits of about 500 million euro; however, the brand is now experiencing profit warnings, likely due to what CEO Michael O’Leary would...

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  • Six Companies Doing Customer Service Right

    When it comes to customer service and targeting a specific client base, some companies hit the bull’s-eye better than others. Temkin Group, J.D. Power and Associates, Forrester Research and Zogby Analytics partnered up with MSN Money to release a brand new list of the top companies that make customers happy. Let’s take a look at highlights from the list...

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