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Are Your Customer Service Agents Outfitted for Success?

Customer service agents have one of the hardest jobs in the entire organization. For starters, the job is extremely fast-paced. Agents must be able to think quickly and solve a variety of problems in a short amount of time, often while facing a barrage of requests from frustrated customers. Making matters even more difficult, agents […]

A Word From Your Contact Center Phone System

This is your contact center phone system talking. Remember me? I was around during the early days of customer service, back when voice-based communication was one of the only ways of handling inbound and outbound customer service requests. Over the past few years, you’ve been neglecting me as you continue to invest in flashy new […]

Not Your Typical Contact Center Vendor

When it comes to partnering with a contact center vendor, there are a few core elements you want to see before you seal the deal by signing a service level agreement. It’s vital to make sure the organization is one that you can trust, as well as one that operates with a strong code of […]

Top Signs You Are Heading for a Customer Service Disaster

A business’s contact center can encompass one of two things: It can be a revenue-driving, customer-serving machine capable of producing amazing results, or it can be a powder keg just waiting to explode and compromise the stability of an entire organization. Look at AT&T, for example, which recently had to pay a $25 million settlement […]

Some Industries Are Falling Way Behind in Customer Service

Have you been wondering about the state of customer service in your industry as a whole? If so, look no further than a recent poll of U.S. adults from market research provider Ipsos; its findings highlight the industries most sorely in need of customer service overhauls. Here are some of the most egregious offenders: Government […]

The Recovery of the Outbound Market

A few years ago the outbound dialing market was written off as “dead.” The Do Not Call (DNC) Registry of 2004 in the US, and similar regulations and requirements in other parts of the world, seemed intent on preventing companies from using outbound dialing solutions to reach their customers. While this interpretation was justified, it […]
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