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A trusted source for information and news concerning the call center business
Customer Service in the Mobile Landscape
As mobile technology advances, customers interact with companies in new and sometimes unexpected ways. Is your customer service strategy prepared to address mobile customers? Learn how innovative solutions can give your customer service a boost in the mobile...
Meet Your Customers’ Needs in Their Preferred Space
“Your customer doesn’t care how much you know until they know how much you care,” said Damon Richards, a customer service expert. Indeed, the way you interact with your customers can impact your business’s bottom line just as much, if not more so, than the quality of...
What Is Your Abandonment Rate?
Monitoring your company’s call abandonment rate is an important way to measure the impact of your customer service team as well as the happiness of your customers. Here’s what you need to know about making your call abandonment rate the best it can be. What Is a Call...
Are You Losing Customers Because of Hold Times?
It happens to everyone. You phone a business and hear a polite recorded message telling you that all customer service representatives are assisting other people. You get put on hold with an estimated wait time of anywhere from a few minutes to a half hour or longer....
5 More Questions to Ask When Outsourcing Your Call Center
If your business has always performed customer service in-house, moving to an outsourced call center can be a daunting prospect. When you’re considering one center over another, be sure to tackle the right issues so you know what you’re getting into. If you missed the...
What Makes a Great Call Center?
Call centers can present an ideal solution for many businesses by solving customer service problems, bringing on experienced professionals, and taking the pressure off in-house staff. But what makes one more than just good? Look for these six qualities that make a...