by Andrew Bosko | Apr 2, 2019 | Uncategorized
Running a high performance call center today is an increasingly complex responsibility. Consider how the role of the inbound customer care center leader has expanded. To run a successful operation, you must be: A Marketing Expert: Today, you can never take your finger...
by Andrew Bosko | Mar 28, 2019 | Uncategorized
“What’s a great, differentiated customer experience really worth to a company?” Isn’t that the question all of us, as business leaders, ask ourselves? I know it’s the (sometimes unspoken) question at the heart of the decision making process whenever an organization is...
by Andrew Bosko | Mar 26, 2019 | Uncategorized
In today’s tight employment market, nurture your best talent pool. Here in the United States, we’re enjoying more than a decade of economic growth, with the most rapid wage gain rate since 2009 and historically low unemployment rates. Long-term low unemployment is,...
by Andrew Bosko | Mar 21, 2019 | Uncategorized
You’ve probably had an inkling for a while now: Your current customer care process isn’t working. Calls keep coming in but your current team is either too busy, insufficiently skilled, or simply held back by old technology. Whatever the reason, poorly handled inbound...
by Andrew Bosko | Mar 19, 2019 | Uncategorized
5 Lessons We Can All Learn from the Voice on the Other End of the Phone Have you ever called a customer care line with a minor complaint – only to wind up more frustrated by the time you hung up? Of course you have. We all have. Now consider the repercussions of that...
