Call Center vs Contact Center: What is the Difference?
While the terms “call center” and “contact center” might sound interchangeable, the services offered between the two differ significantly. Call centers are to contact centers what voice-only flip...
View ArticleThe Art of the Call-Back
When a customer has an issue and requests a call back, your company is at a crossroads. A well-handled call could earn you the customer’s loyalty. On the other hand, a negative experience might cost...
View ArticleHow to Combat Call Center Faux Pas
Bad call center experiences are like death and taxes—it seems everyone experiences them at some point. Perhaps you’ve languished on hold listening to elevator music that grows more aggravating by the...
View ArticleTop 5 Recent Customer Service Fails
With customers now able to share their complaints on social media, serious snafus often get picked up by the news. The one upside is, when businesses fumble, other companies can immediately learn from...
View ArticleAre 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...
View ArticleMeet 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...
View ArticleCustomer 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...
View ArticleHow You Can Easily Improve Consumer Engagement
Engaging with your customers boosts their loyalty, and loyal customers are one of the most important assets for your business. Your repeat customers love your products, are less likely to turn to the...
View Article5 Things Your Customers Expect When Calling You
From support calls to order placement, customers contact businesses to complete tasks efficiently and effectively. Here are five things your customers expect when calling you. Stellar Customer Service...
View Article5 More Things Your Customers Expect When Calling You
When your customers call in, they typically have high expectations regarding your center’s ability to field incoming calls and provide satisfactory customer service. If you missed the first part of...
View Article
