Top

Archive | Contact Center

How to help call center representatives improve customer service

Blog post by on April 15, 2014

Centralized call centers receive and transmit an enormous volume of telephone requests daily, with the purpose of collecting and handling information, ranging from product inquiries, questions about transactions, and customer service. Although emails and social media networks …

Compliance: Busting The Top 5 Myths

Blog post by on April 3, 2014

Myth 1: My manual audit team’s efforts are good enough. Truth: Having a manual audit team is a start, but the reality is that they are only able to monitor a very small sample of interactions. In …

How the contact center can deliver your brand promise

Blog post by on April 3, 2014

The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Are your customers evaluating their level of confidence in the information provided to them as part of your quality process?”  The e-book contains a …

How is It Going To Be If You Outsource?

Blog post by on March 28, 2014

Why is outsourcing incumbent to industries? Well, all of agree that efficient service lays the ground for retention of customers. Moreover, the availability of numerous service providers has added new dimensions to the range of choices available …

Customer Satisfaction: Busting The Top 5 Myths

Blog post by on March 26, 2014

Myth 1: I know where I stand on customer satisfaction because I’m doing surveys. Truth:Surveys have many limitations and flaws as outlined in this blog. They are taken from a very small sample of your customers, most …

How long did you wait?

Blog post by on March 25, 2014

One of the oldest complaints about customer service is having to wait on hold to talk to a person. It’s still a problem from time to time in many companies, and we published some research on hold …

Improve Frontline Connections In The Contact Center

Blog post by on March 25, 2014

Whenever I speak at conferences across the country, I often ask the audience, “What needs to be improved in your contact center?” “Better communication” is almost always within the top five responses. Whenever I ask employees about …