The Real Cost of Downtime in your Customer Contact Center
How many times in the past year has your customer care platform experienced any unplanned downtime? How did you recover – and how quickly? More importantly, how did you examine the experience to make sure it didn’t happen again? If you’re like most of us, you...9 Winning Traits of a Superior Call Center Agent
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...The True Financial Value of a Superior Customer Experience
“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...3 Communications Tips for Keeping Customer Care Employees Engaged
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,...5 Signs You Need to Outsource Customer Service
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...Follow Us
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