When workloads are heavy, every agent makes a big difference. Learn about the power of one. Contact center operations are dynamic. Workloads randomly arrive in any center that handles ...

Inefficiencies in customer service offerings cost businesses millions of dollars each year. To improve customer service, companies should monitor regional orders and compare them to those regions’ ...

In parts one and two of this series, I shared the unforgettable hotel experience that not only soured my stay but also left a lasting dent in my perception of the brand. That moment was a stark ...

Your approach to customer service can play a big part in the success of your business. There are plenty of ways to handle customer service, but the strategies behind them can be broadly described as ...

Multichannel success depends in large part on having a solid strategy for keeping in contact with your house list. Most marketers know this, but knowing how to develop and execute a plan for ...

It’s the infuriating phrase that makes every customer cringe. A refrain that’s become a standard part of most every 800-line call greeting, with similar language posted on websites for chat-based ...

I would argue that the most important indicator of a brand’s health is customer loyalty. For leaders, building and sustaining strong customer loyalty is the holy grail. Leaders talk a lot about how to ...

Online and offline customer contact points, also known as touch points, are business facets that deal with how a company interfaces with its customers. Although touch points technically deal with a ...

We list the best CRM for small business, to make it simple and easy to set up and manage a contact platform for customers, staff, and suppliers. Customer Relationship Management (CRM) software’s ...

Companies in Europe are redefining customer experience operations with automated, cloud-enabled platforms that unify service ...

The volume of consumers who contacted the State’s energy and water regulator increased sharply in the first three months of 2023, contributing to a “backlog” of complaints waiting to be investigated.