Contact Center Blog

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7 Ways to Improve Customer Experience and Beat the Competition

Aug 18, 2016 6:00:14 AM

Your customer’s smartphone can get you ahead of competition. “If companies simply maintain the status quo, their organizations face customer defection. 64% percent [of decision makers] say that risks of not adopting new customer service...

5 ways to get more out of your call center

Aug 16, 2016 6:00:18 AM

Whether you are an SMB or a global enterprise, here’s some advice that should help you strategically and tactically to get the most out of your call center. Follow these tips and you’ll have a leg up on the competition and be well on the way to a...

What’s Actually Happening on Your Call Center Phone Calls?

Aug 11, 2016 6:00:24 AM

Imagine a loyal premium-account customer calls your business and is treated rudely by a contact center agent. Perhaps the agent loses his or her temper, or uses a tone of voice that doesn’t resonate well with the customer. This type of negative...

Three Ways Your BPO Operation Is Scaring Away Contact Center Customers

Aug 9, 2016 6:00:13 AM

Look: It’s not easy to make money as a business process outsourcing (BPO) provider in the contact center arena. Your business, after all, is competing with hundreds of other BPOs for customers.

Robocalling Will Not Win You an Election

Aug 4, 2016 6:00:03 AM

The phone remains one of the most powerful tools for politicians to connect with constituents during political campaigns. Here’s the catch, though: done incorrectly, phone calls can actually have a detrimental effect on a campaign.

PCI DSS Compliance: A Promise to Your Customers

Aug 2, 2016 6:00:09 AM

A payment card transaction is like a bond of trust that exists between a customer and a business. By supplying an organization with sensitive payment data, the customer expects that the organization will do everything in its power to handle the...

The Sooner You Learn to Love Outsourcing the Better

Jul 28, 2016 6:00:44 AM

Growing a business from the ground up is a bit like raising a child. It starts off small and gets bigger—and increasingly complicated—with each passing year.

How Does Video Fit Into Contact Center Customer Service?

Jul 26, 2016 6:00:49 AM

There is no question that a multichannel customer service strategy can benefit your contact center. Multichannel makes a lot of sense—the more customer service channels you have at your disposal (like voice, SMS, email and live chat)—the easier...

Customers Want Seamless Multi Channel Service

Jul 21, 2016 6:00:22 AM

It was bound to happen sooner or later: Customers are openly demanding access to seamless multichannel customer service options. They’ve gotten a taste of the good life by interacting with brands that do offer such support, and now it’s becoming...

Don’t Tank Customer Service to Save Money—There’s a Better Way

Jul 19, 2016 6:00:07 AM

A troubling trend is emerging in the customer service industry, and we’re calling out every business guilty of contributing to its proliferation.  

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