Six Contact Center Trends to Watch in 2016
Millennials’ multi-trillion lifetime buying power will transform customer service, and contact center metrics will prioritize customer satisfaction. Read all the…
Seven Business Process Outsourcing Trends to Watch in 2016
Global competition, technology, and Mother Nature are driving constant changes in business process outsourcing. We’ve identified seven trends that will…
Email the Top Performer in Retail Multichannel Customer Service
Many retailers provide multichannel customer service through non-voice channels, including social media, email and web chat. But which channel is…
“Passive Employees” Hurt Customer Service and Cost Businesses Thousands
If your employees fail to speak up when fellow workers treat customers poorly, it could cost your organization big money.…
Social Networks to Consumers: Just Hit “Buy”
Facebook, Twitter, Instagram and other social networks are evolving by offering buying opportunities for consumers. They are no longer just…
Top 8 Best Practices for Multichannel Customer Contact Centers
No need to reinvent the wheel–there are many great Multichannel Customer Contact “Best Practices” guides available on the web. We’ve gathered some…
Speech Analytics: Improving the Customer Experience
Speech analytics is a software feature gaining momentum in the contact center industry. The technology has been on the market…
High-Emotion Services and the Implication for Customer Service
Companies that provide a “high-emotion service” face unique challenges when dealing with customers, according to a recent Harvard Business Review article. Even…
Hotel Booking Scams: What You Need to Know Before Making Holiday Travel Plans
A peak season in travel is fast approaching. Planning a trip for the holidays can be stressful as one coordinates…
Call Center Glossary
Measured by Google searches, “call center” still remains the average person’s preferred term to describe organizations that provide customer care…
