The Holidays Are Over…Now What?

Another holiday season has come and gone. Now, your company is back to work and staring down the year ahead. What comes next? With so many things to do, it can be difficult to plot a course of action for 2018. Here are some action-items that you should strive to tackle over the next few … Continued


Break the Endless Cycle of Equipment Upgrades in Your Contact Center

Your business is experiencing the same problem over and over again: You invest in a new technology, and then get a notification from the vendor at some point in that product’s lifecycle that it’s time to upgrade to a newer, more expensive solution.  It’s a never-ending process. This is a huge problem, especially when you … Continued


Key Year-End Customer Service Questions to Ask Yourself

Now that we are in the home stretch for 2017, it’s a great time to take a few minutes and reflect on your business’s overall customer service performance over the last 12 months. Is your contact center doing all that it can to serve your customers and grow your business? It could be time to … Continued


The Fastest Way to Improve Your Customer Service Department

You were recently put on notice to reduce costs and improve key performance metrics in your contact center. And now, you are scratching your head and wondering where to start. As I am sure you are already aware, this is not an easy process. And the larger the contact center, the harder it can be … Continued


What Does It Take to Turn Customers Into Brand Advocates?

Recently I was discussing a special Thanksgiving recipe, when the idea dawned on me: Customer service is like serving a meal. You have to include the right ingredients if you want to create advocates that will rave about your company and its products and services to their social followers. If your customers aren’t happy, it … Continued


It’s Okay to Feel Good About Outsourcing

Let’s be honest: Your customer service department is more of a burden than a benefit to your business. It’s expensive. It’s complex. And it’s failing to drive revenue for your organization like the company hoped it would when the department was originally established.   It is possible, however, to turn things around and start providing … Continued


Top Reasons to be Thankful for Contact Centers

With service demands at an all-time high, businesses are more challenged than ever to keep their customers satisfied. However, this is no easy task — especially for growing small businesses with large numbers of customers to handle on a daily basis. It’s for this reason why so many businesses are choosing to leverage third party … Continued


Key Findings From the Customer Rage Survey

For the last several years, rising consumer expectations have been a major focal point in the customer service space. As the years have gone on, customers have become increasingly demanding about the products and services they receive. These expectations were recently detailed in an informative report aptly titled the “2017 Customer Rage Study.” What’s interesting … Continued


Tips for Designing a Profitable Contact Center

Let’s assume that right now, your business does not have a dedicated contact center. Right now you have a blank slate to start with, and money to spend. And you are wondering about whether it’s a good idea to move forward with a contact center for your business. Is it really something that your organization … Continued


Technology and Customer Service: They Go Hand In Hand

 Now that the Major League Baseball season is over, pay attention to what happens over the next several weeks. Teams are now assessing their rosters and trying to figure out what they need to do to get better before next year. Some teams, for instance, will be in the market for pitching. Others will want … Continued