We’re the Front Desk, Not the Shipping Department
Shep Hyken shares a shocking example of poor customer service in the hotel industry—and how a new member of staff put things right..
Contact Center
Does AI Mean the End for Contact Centres?
Priya Iyer, Chairman & CEO at Vee24 looks at the the growing trend of AI in the contact centre and how it will affect the customer experience..
Three Ways to Boost Satisfaction for the Customer of the Future
Customer satisfaction has always been a key contact centre metric, but now increased emphasis on customer experience has made it a focus for many boardrooms..
Tips for Choosing a Call Center Service for Your Business
While the importance of customer service to the bottom line means that many business owners, managers, and customer support leaders will try to do everything themselves in this area, it can get very tricky trying to fit it all in every day..
Why CRM is Essential for Effective Contact Centre Engagement
By combining great CRM and contact centre infrastructure together, smart things can be done to enhance the customer experience. Colin Hay explains..
How to Deliver an Exceptional Customer Service With Your Contact Centre
The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders..
Do You Have a Call Center or a Relationship Center?
Dave Murray explores two ways to turn your call center into a center for building excellent customer relationships..
Call Centers Go Mobile to Satisfy Higher Customer Service Expectations
As customers become increasingly mobile, equipped with smarter devices and, most importantly, higher customer service expectations, corporate America needs to address how best to service this new customer..
Time to talk? Automating Customer Conversations Could Be a Big Mistake
In the increasingly digitized consumer and business world, personal communications count for a lot.
How to Provide Contact Center Customer Service
Multiple channels in the contact center mean multiplied challenges.
New Strategies for Contact Centers
An important focus of any effective leader is to improve the day-to-day operating capabilities of the contact center.
Call Center Skills – Five Tips for Better Huddles and Meetings
One of the keys to providing better customer service is to keep your Call Center Agents up to date.
How to Prevent Turnover in Your Call Center
With average staff attrition rates hitting 50%, now is the time to take action to prevent high turnover in your call center.
Call Center Performance Management
This article outlines some of the key areas in which call center performance can be measured and managed.
How to Improve Your Call Center
Improve customer service in your call center by following these useful guidelines.
Tips for Implementing a Call Center Quality Monitoring Solution
Do you need to know how to measure you call center’s performance? Here are ten top tips that could help you.
How to Amplify the Voice of the Customer
Actively pursuing Voice of the Customer feedback generates genuine business intelligence. Read on to learn how to amplify the voice of the customer.
Customers Say “That’s Stupid” to Call Center Methods
An online survey of consumers reveals that they don’t get good service from call centers.
Bollywood Dreams – Call Centers Moving Overseas
During increasingly competitive times, isn’t it all too easy to simply cut overheads at any cost?