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5 Steps to Reduce Hold Times That Are Ruining Your Brand Equity

5 Steps to Reduce Hold Times That Are Ruining Your Brand Equity

Every business, regardless of industry or whether it is B2B or B2C, realizes that maintaining customer loyalty is the key to sustained profitability. 

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Technology Is Changing the Customer Service Landscape

Technology Is Changing the Customer Service Landscape

Technology is reimagining the inbound customer service experience.  Take Amazon’s Mayday button, provided for free on all new Fire HDX tablets, for example.  The company initially projected that M...

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Technology is Revolutionizing Customer Service. Is That a Good Thing?

Technology is Revolutionizing Customer Service. Is That a Good Thing?

American call center companies are heading to “the cloud.”  The question is, will the move result in a better customer experience for American consumers?

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Customer Relationships Must Be Nurtured at Every Level

Customer Relationships Must Be Nurtured at Every Level

One of the cornerstones of call center marketing is the belief that your organization delivers great customer service and builds better customer relationships than your competitors. 

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How Call Centers Can Build A Culture Of Engagement

How Call Centers Can Build A Culture Of Engagement

It has been estimated that nearly three-quarters of American workers want to walk away from their jobs at any point in time.  If you manage an American call center, you don’t need to be reminded o...

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Your Employer Might Not “Like” What You Post On Facebook

Your Employer Might Not “Like” What You Post On Facebook

Let’s say you run an organization providing call center services to a major, multi-national company that is a subsidiary of Koch Industries.  Koch Industries, of course, is run by David and Charle...

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