• Get to Work! Retain More Customers With This Simple Four Step Process

    Call center interactions involve more than just having the ability to speak with customers. It also involves the ability to effectively answer inquiries, resolve concerns and consistently deliver valuable, top-quality performance. The importance of this is pretty self-explanatory; many customers will stop doing business with a company strictly due to a poor customer service experience. In fact, 89 percent...

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  • Gauging Employee Engagement When Your Customer is Your Co-Worker

    Did you know that you may be considered a “customer” by the company you work for? Or that you may be responsible for serving customers even if you don’t have a customer-facing position? The truth of the matter is every internal department that provides services to other departments is considered to have “internal customers.” This can include the helpdesk,...

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  • Exploring ‘Growth Technologies’ for the Contact Center

    It’s indisputable that the cloud contact center market is amidst a period of explosive growth. In today’s current, always-on society, everything has become more mobile and more accessible via phones, tablets, computers and soon even wearable technology. Because of this, it is important that cloud contact center managers expand their organizations alongside this notable technological growth to meet customers...

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  • The Importance of Survival Technologies in Customer Service

    Perhaps the most important cornerstone of a functional and effective cloud contact center is the customer care aspect of the enterprise. After all, without properly serving the customer, there would be no contact center to manage in the first place. Thinking critically about this aspect of any business is necessary, just as the process of breaking the idea down...

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  • Tapping into Customer Service Equilibrium

    Cloud contact centers, like any other business, rely on one thing – the customer. This is why among every single aspect of running and developing a successful enterprise, maintaining and improving customer service is perhaps one – if not the most – important thing for a company to pour its resources into. As we all know, the customer service...

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  • Out with the Old, In with Great Customer Service Technology

    In developing and effectively managing a cloud contact center, it is important to be able break down the current ecosystem that is being utilized by today’s enterprise. This especially rings true when considering the types of technologies that are in use and at what phase they are in. To properly serve customers – the most important aspect of any...

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  • Five Awesome Ways to Encourage Non-Customer Facing Employees

    Every employee has a role in the customer lifecycle continuum; IT keeps the call center up and running, purchasing acquires cutting-edge products that customers want, shipping ensures those products are delivered on time and in excellent condition, and accounting makes sure all employees get paid, which keeps them happy and productive. Sometimes, though, non-customer facing employees (the guys in...

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  • Five Ways to Accommodate Diversifying Employee Needs

    We live in a diverse society today. Building a call center that is as diverse as your customer base can improve many aspects of your business, including morale, creative thinking, teamwork and respect. A commitment to diversity, however, requires successfully managing it. How are companies meeting the diverse needs of their employees today? Here are some ideas you can...

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  • In Less Than One Year, We’ve Gained 10 Percent More Internet Users

    If you’re still not convinced of the influence of the Internet-empowered consumer, the time to think about reconsidering would be right now. New research from Pew Internet shows that the number of individuals who don’t use the Internet is quickly declining. In fact, less than one year ago, 25 percent of adults reported not using the Internet, while today,...

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