Daniela Puzzo

Unusual Tips for Training Contact Center Agents

There are a few things to keep in mind when building an A+ team of call center agents. First and foremost, make sure that...

The ROI of Call-Backs for Your Call Center

In a perfect world, your contact center would never put callers on hold. If hold time is unavoidable, the next best thing to do...

These 5 Customer Experience Stories Will Melt Your Heart

We’ve all had our share of amazing customer service experiences, and we can attest that when a company goes above and beyond the call...

Top 10 Customer Service Trends for 2017

The best way to predict trends in customer service is to look at patterns in consumer behaviour. As customer demographics shift and technology evolves,...

5 Pictures to Make Call Center Managers Laugh

Bloggers conversing about the call center space will often write about how to make an agent’s work-life more enjoyable. They do this because call...

8 Mega Customer Service Trends for 2016

Ambitious companies that want to thrive in today’s marketplace must focus on delivering exceptional customer service. To win and retain customers, businesses must differentiate...

10 Customer Experience Trends for 2016

Separating your organization from the competition is no longer about price and features; rather, it’s about providing a high quality customer experience. As you...

6 Smartphone App Statistics for your Call Center to Consider

Web 2.0 may have given consumers more control, but Forester states that it's "the access and convenience of mobile apps and devices that shifts...

How a Call Center Can Eliminate Hold Time

The best way for a call center to stand out as a leader is through the customer experience. It's no surprise that an exceptional...

3 Call Center Best Practices from the Consumer’s Perspective

Over the last few months, I've read countless articles related to call centers. All of which repeat the same points when it comes to...

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