Is Your BPO Call Center Making these 4 Mistakes?
The global market for Business Process Outsourcing (BPO) will reach over $262...
Customer Service Blog
Your best source of customer service news, views, resources, and best practices
The True Cost of Long Hold-Time
How long is too long? Standards like 80/20 for the call center...
Why We Love the Contact Center (And You Should, Too!)
How do you view the role of the call center? Most executives...
The Perfect Plan for a Better Customer Experience
Sounds good, doesn't it– a single, focused strategy that produces a dramatic...
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Call Center Week Wrap-Up
I had high expectations for this year's Call Center Week Conference and...
Call-Back Solutions for the Call Center
I've written about the benefits of call-backs before – how they improve...
Is Your Call Center Worth the Money?
Maybe you run an answering service, a small customer support function, or...