Key Takeaways from Deloitte Global Contact Center Study

Global businesses are utilizing contact centers to enhance the customer experience in increasingly complex ways. Customer choice is behind the wheel, driving contact centers towards greater emphasis on consumer needs and preferences. Deloitte’s Global Contact Center Survey provides insights from over 450 contact centers, shedding light on how business is changing for the better.   … Continued


What’s the Best Way to Scale Your Contact Center?

As a small to medium-sized business, customer service is not a top concern for you right now. All of your customers are being managed by an in-house contact center, which seems to be getting the job done pretty effectively. There’s just one issue: Your contact center has limitations. And right now, it’s not capable of … Continued


Use Customer Service to Launch Your Business to Unimaginable Heights

When you first started your business, your goal was never to be a small to medium-sized organization. In fact, you don’t even want to be a large organization. You want to be a massive, highly-profitable and stable enterprise with a global footprint and an impeccable reputation. Many startups today, we are seeing, are setting the … Continued


How Customer Preferences Are Changing

Over the last several years the main message in the customer service space has been that consumer preferences are changing, and businesses have no choice but to respond. But what exactly does this mean? The digital revolution has completely changed the customer journey. Now, customers expect a shopping experience that is completely seamless and efficient … Continued


What Type of Customer Service Environment Do You Have?

One of the downsides to working as a customer service executive is that it’s very easy to form a bias about your organization because you only see it from the inside. Many people put on blinders, and fail to truly understand what customers think about their contact centers. The truth is that all contact centers … Continued


Ready to Change Your Contact Center Strategy?

It’s often said that the definition of insanity is doing the same thing over and over again, but expecting different results. But in the contact center space, this can sometimes be standard practice. Many customer service administrators recognize that they need to make important changes, but they are afraid to disrupt operations and so they … Continued


How to Avoid Sluggish Winter Sales

At last, the busy shopping season is over. We made it through yet another holiday sales rush. But now, for some businesses, the real challenge begins: The post-holiday sales slowdown. Sometimes, business can crawl to a standstill after the holidays as the long winter months set in and consumers try to rebound from the holidays … Continued


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


What is an Omnichannel Contact Center?

“Omnichannel” engagement is now a top buzzword in customer service, and a term that every business leader should know heading into 2018. Many people, however, are still in the dark about omnichannel engagement. What exactly is omnichannel, and why is it so important? Omnichannel refers to a type of cross-channel system that provides a consistent … Continued


Three Hard-Hitting Customer Service Questions

As an executive, it’s your job to make the difficult decisions that will impact the future of your organization. Team members come to you looking for answers, and so it’s your job to know what buttons you should press, and when. Sometimes, this can be very difficult — especially when difficult customer service questions arise … Continued