Nicolina Savelli

Don’t Call It A Comeback: Why QR Codes Are Here to Stay

For many, QR (Quick Response) codes had their heyday alongside the rise and fall of the Blackberry smartphone. But for marketers, QR codes have...

9 Signs You’re a Customer Service Expert

The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and...

6 Foolproof Ways to Improve Customer Satisfaction

Introduction In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction, otherwise known as CSat. This guide discusses...

The Anatomy of a Successful Contact Center Manager [Infographic]

If you’ve chosen a career as a contact center manager, it won’t take long to realize how demanding the job is. It takes someone...

Top Trends Shaping the Future of the Contact Center

The contact center is becoming quite the paradox. It must be open-ended but also secure, both customer-centric and employee-centric, legacy-based yet modernized, and the...

Top 10 Leading Customer Experience Trends for 2017

Since customer expectations are changing just as rapidly as the advances in technology, enhancing the customer experience is an ongoing goal for most companies....

Top Customer Service Fails of 2016

If you’ve ever tweeted about waiting on hold with a call center your frustrations have likely been cataloged on the website onholdwith.com. The site...

The Difference Between Customer Service and the Customer Experience

Something serious has come to my attention: Some organizations still don’t know the difference between customer service and the customer experience for the contact...

Top 9 Call Center Trends for 2016

Did you know the cost of poor customer service is over $41 billion per year? Clearly, that number is too big to ignore. More than...

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