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Featured Posts:

Outbound Dialing and the Truth about Predictive Dialers
Blog

The predictive dialer concept works on the premise that a certain percentage of calls will not be connected either du...

Drucker & Your Contact Center
Blog

Your organization is run by knowledge workers. They plan your strategy, make decisions, measure results and they deli...

Social Media: A Major Part of Customer Service
Blog

With more than 42% of consumers using social media to post complaints regularly, a strong social media response team ...

Latest Posts:

What Ensures a Positive Customer Experience?
Blog

Based on an IQPC study, it seems organizations understand the importance of the customer experience and measuring thi...

Can you, or Can’t you?
Blog

As we grow from childhood and begin to make decisions on our own, the internal programming and external influences of...

Be Careful What You Say: How you write customer service emails matters
Blog

Nearly half of all customer service communication happens via email. If you Google ‘customer service email’ you...

Does self-service lead to low quality customer service?
Blog

The rise of self-service is one of the most significant recent developments in the realm of customer service. In a re...

New Trends In Customer Service: The Good and The Bad
Blog

Continuously working to improve customer service is something that all businesses should strive for. New trends in cu...

How to prevent customer service agent burnout
Blog

There are a lot of challenges that contact center managers need to overcome in order to deliver the best possible cus...

B2B vs. B2C customer service – Is there a difference?
Blog

Customer service is imperative for businesses of all kinds. That holds true for both B2B and B2C organizations. But w...

2016: The year of big data?
Blog

Big data’s impact on the business world has grown tremendously in recent years. The technology has evolved from...