• Seeing Your Customers’ Most Important Conversations over Every Medium

    When structuring the scope of your business and customer relationships, it’s essential to keep a proactive approach for delivering stellar customer service – especially when it comes to multiple communication channels. For example, there’s a huge difference in saying you’ll better track a list of metrics and actually pushing for it. To this end, learning about what is happening...

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  • Making Room for Improvement: How Does Your Contact Center Measure Up?

    Customer service is the backbone of any call center software so, needless to say, it’s imperative that call center managers and leaders elevate awareness of how their service center stacks up in the ways that are most important to the consumer. Let’s take a deep dive into some key metrics that any contact center should be aware of and...

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  • Why Every Customer Service Rep Needs to be Like this Netflix Employee

    When customers reach out to a company’s service department, what they want to hear on the other end of the line is someone who understands them; someone who they can rest assured knowing will take care of their problem. Recently, Netflix proved that it is more than capable of doing a great job of this. Why? Customers who connect...

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  • Top Tips for Shifting Your Customer Demographic

    While all customers are becoming increasingly multi-channel today, taking a targeted multi-channel approach can also help brands expand their business to engage new demographics.  Consider Hennessy, an upscale cognac from French company LVMH (Louis Vuitton, Moët Hennessy). The brand wanted to reach a younger audience, and so it created a multi-channel campaign that included a micro-site featuring rap artist...

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  • The Call Center Hiring Hunt is On

    As one might imagine, the holiday season brings about great opportunities for those looking to shine in the call center industry. And, with the new Affordable Care Act taking off, positions for call center agents are not restricted to Christmas, Hanukkah and Kwanza fun. Let’s take a look at both of the reasons for an increase in call center...

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  • Need-to-Know Info for Taking Your Service Center From Standard to Stellar

    Research continues to prove the success of treating customers more like you would your very own friends and family. For example, in a recent Customer Experience Impact (CEI) report from Oracle, over half of customers said that brands have fallen short due to impersonal service, where some say that the company can’t even get the customer’s name right. This...

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  • Four out of Five Customers Are Satisfied with Virtual Call Center Service

    Many call center managers are often hesitant to take advantage of the benefits of the virtual call center. Brick and mortar call center managers have great reason to believe that their way is the only way: it’s been working for years. If it isn’t broke, why fix it? The fact is, though, that brick and mortar facilities are no...

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  • The Power of Website Support for Your Call Center Strategy

    When it comes to a call center strategy, the need to seamlessly handle incoming phone, e-mail and social media inquiries should be top of mind for managers and agents alike. One element that often falls by the wayside, though, is online support delivered via a company’s website. So many call center interactions start with a customer perusing a company’s...

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  • The ‘Perceived’ Demise of E-mail: Fact or Fiction

    It’s indisputable that many in the call center industry have been putting an emphasis on the need to utilize social media sites, such as Facebook and Twitter. While this is good and well (social media is pinned as being the future of customer service) this enthusiasm for new outlets could easily be construed as a dismissal of previous standards,...

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