Voice Interactions and Quality Reps Still Reign in the Contact Center

On this blog we frequently discuss how critical it is that contemporary businesses employ multichannel marketing and customer service solutions. Indeed, customers increasingly expect to be able to reach a company via their preferred channel, meaning a multi-channel approach is essential to providing a high quality of customer service. Still, voice remains the most popular … Continued




Five Attributes Every Great Communicator Needs

Every second that a call center rep spends stumbling over facts about the company’s product or putting a customer on hold to find information is a second wasted on the customer service front. And, eventually, if the customer reaches his or her boiling point a hang-up is inevitable. Just like that, another consumer is lost … Continued


U.S. Businesses Losing Major Cash Due to Poor Service

After waiting for a customer service representative for what seems like an hour, you finally reach a rep only to learn he or she cannot answer your question. And so begins the round-robin of agent routing. By the time you hang up the phone, you’ve lost valuable time and are left with a poor impression. … Continued


Don’t Learn the Impact of Poor Service the Hard Way

Perhaps the only thing that can impact a business more than providing a great customer experience is providing a lousy one. When consumers spend their hard-earned money on a product or service they expect to be treated well, as they should. With seemingly every industry crowded with so much competition, consumers will simply take their … Continued


Shining Brightly With Customer Service ‘Extras’

We’ve written a lot on this blog about quality of customer service as a competitive differentiator and its evolving role in business. Of course, the best way to drive home just how important the customer experience is in today’s market is to look at a real-life example. Recently, a story broke about three Lowe’s employees … Continued


Ensuring Great Customer Service…Right Until the End

When experts discuss the importance of providing high-quality customer service, it is usually as part of a recipe for increasing satisfaction rates, retaining customers and boosting revenues. In other words, these pundits are generally talking about building and improving relationships with existing customers or prospects. But what about a customer who makes the decision not … Continued


Is Your Customer Service as Good as You Think?

Companies generally don’t aim to provide a mediocre customer experience. In fact, 68 percent of businesses plan to increase what they spend on customer management this year, according to the “2014 Call Center Executive Priorities Report.” Several recent studies further evidence the fact that the majority of businesses now view customer service as a top … Continued


Independence Day: Freedom from Contact Center Concerns

Every July 4th Americans celebrate the birth of our nation and the freedom our forefathers gained when they broke away to form a democratic republic. As the picnics, celebrations and family gatherings transition back into the work week, it is also a time to reflect on our freedom of choice in a marketplace with a … Continued