Mike Sandy 
When things get out of hand, you may feel like jumping in immediately to find a solution and end a tense and uncomfortable situation. However, acting before thinking things through may yield the opposite results. Before intervening in an escalated situation, take a minute to regulate your emotions and make sure you approach those involved … Read more
One innovative tool businesses are increasingly employing is call center recording. This technology captures customer interactions, providing valuable insights that can enhance the customer experience..
The goal of customer service is to make customers happy, but the logistics behind it can be costly for businesses, especially when they’re not sustainable. Whether shipping packages to customers or transporting..
CCI Kenya is successfully disrupting the African BPO landscape in Kenya and the wider CCI Global across Africa. Here they explain the importance of effective training and development for contact centre staff..
Computer telephony integration (CTI) is revolutionizing the way contact centres are managed around the world. By leveraging existing CRM features, CTI provides a single interface to automate customer interactions..
Here you will learn how to improve customer communication and use technology to reduce bureaucracy and create a pleasant shopping experience. You will make a difference in the marketplace with the proper tools..
Understanding customer insights is essential to maximizing the return on your business investments, as expected. And in this article, we’ll explore some strategies for using customer insights to drive meaningful growth—focusing on how companies like yours can use these powerful tools to increase their ROI significantly! What are Customer Insights? As a business owner or … Read more
As organizations shift toward remote work and cloud-based environments, their need to protect sensitive data while maintaining secure access increases. A Cloud Access Security Broker (CASB) is the most effective way. CASBs offer an advanced platform for securing cloud applications, networks, and devices against malicious threats, unauthorized access, and data breaches. In this blog post, … Read more
Every organization encounters an ethically ambiguous situation that needs careful consideration at some point within its lifespan. This can be especially difficult if your employees need to gain the necessary knowledge to determine the right course of action. Online ethics training helps organizations by providing employees with the resources they need to make decisions rooted … Read more
As our society becomes more globally connected, it is increasingly important to have a workforce that reflects the diversity of the world around us. What role do employers play in cultivating an inclusive workplace?
In business, you will face problems which in turn will require you to take a step back and think logically for a solution. However, this is not always the case, some problems are best solved organically. When you have an issue, the first thing you want to do is identify the problem. So, what is … Read more
So much of making a successful business is doing business with customers. Creating long-lasting relationships can be the difference between a great company and a struggling one. These days, people are craving a personal touch. They want to know they are being taken care of. Whether you are offering a product or service, you can … Read more
From customer service agents to sales professionals, there are many types of client-facing roles in the workforce.
Below are 10 examples of client-facing roles that exist in various industries..
Organizational culture is a set of values, beliefs, and behaviors that guide how employees interact with each other, customers, and the external environment. Dr. Geert Hofstede developed one of the most widely used models for describing organizational culture: the Hofstede model. This model helps organizations understand their own culture and how it impacts their performance. … Read more
There are many skills that a customer service manager needs to succeed in their chosen career. When applying for jobs, you should show the essential skills required and be able to give examples..
Customer complaints can be a tricky thing to navigate as a business. This article provides strategies on how to manage customer complaints with professionalism, efficiency and understanding..
In New York City, the business-to-business (B2B) sector is large and ever-changing. To remain competitive, businesses must have a thorough understanding of current industry trends and client preferences. Businesses seeking to navigate a post-pandemic market must ensure they have access to the most recent research results. Post-Pandemic Market B2B market research organisations in New York … Read more
Thinking about how POS technologies can transform your business operations? Read the following POS trends to meet the ever-changing customers’ needs..
Recruitment is becoming increasingly competitive and difficult as skilled candidates are more and more scarce. This means that employers need to leverage their digital channels effectively in order to get the attention of potential hires. The way in which HR communicates can directly impact how successful a company is at finding the right employees. Here … Read more