E-commerce shares many similar traits to traditional sales, although it differs considerably in certain key areas. As websites are always […]
Read moreAs companies look for efficient ways to of offering excellent customer service with the challenges that face contact centers, self-service […]
Read moreGiving and getting help via a live chat doesn’t have to be awkward. In fact, the experience can be an […]
Read moreLive chat service places your customers in control of asking for help. This process initiates an easy and convenient method […]
Read moreI am an avid believer of excellent leadership skills in the call center. As a leader, people not only judge […]
Read moreQuality improvement is dependent upon a commitment to two things — to monitor customer interactions and to use those interaction […]
Read moreConflict. It’s one of those buzzwords that people in the professional world run away from. To most, conflict means anger […]
Read more“What makes a great agent?” This is a key question that every leader in the contact center asks. They understand […]
Read moreCustomer experience is of great interest to most of us in leadership because we understand the ripple effect of a […]
Read moreYour employees are your first line of defense. What do you do with your first line of defense? Think about […]
Read more
