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…
DATAMARK Selected to Operate El Paso 311
DATAMARK, a provider of business services including bilingual contact center services, recently assumed the staffing and management responsibilities of the…
Call Center Glossary
Measured by Google searches, “call center” still remains the average person’s preferred term to describe organizations that provide customer care…
US Emergency Systems Burdened by “Pocket Calls”
The City of San Francisco’s Department of Emergency Management call center recently spotted a disturbing trend. Call volumes had increased…
Banks Develop Top-Performing Customer Service Strategies
Most banks struggle with effective customer service within their contact centers. High call volumes flood call centers leading to poor…
Call Centers Shift Toward Cloud-Based Solutions
Contact centers are transforming their telephony and unified communication (UC) systems into cloud-based solutions. Cloud contact center services are increasingly…
Understanding Millennials is Key for Excellent Customer Service
Customer service has shifted with the demands of each generation. The millennial generation is of no exception, having different expectations…
Patients Want Digitally Connected Doctors
Patients would feel much more confident about their healthcare if their doctors were digitally connected, according to a new patient-experience…
Nasscom’s Rebranding Effort Encourages BPO Sector to “Become World Worthy”
The India-based National Association of Software and Services Companies (Nasscom) continues its effort to reshape the perception of the business…