Rapid Response Routing – Customer Service for the NOW Generation

In the evolving world of direct interactive marketing, we are faced with great challenges and opportunities brought on by innovative digital communication technologies.  The combination of the internet and mobile devices has created a world where we have all become accustomed to having every bit of information we need right at the tip of our … Continued


Work and Life: A True Balancing Act

It’s important to help employees find a proper work-life balance; a healthy combination of what they do at work and what they do at home with their families


Turning Customer Care Calls into Cross-Selling Opportunities

All companies want to keep their customers happy. Finding the right balance of effective customer care while trying to keep costs low can be a challenging for any organization. The numbers that show customer loyalty and brand image being boosted by customer care are not always clearly visible and easy to measure. With that in … Continued


Satisfying the Customer Service Needs of the NOW Generation

People want things NOW!  I know I’m guilty of this myself. With close to 79% of Americans online according to Internet World Stats, the need to engage customers and potential customers immediately is more important than ever, especially with the incredible growth of mobile devices and tablets. The other day I was on various websites … Continued