When workloads are heavy, every agent makes a big difference. Learn about the power of one. Contact center operations are dynamic. Workloads randomly arrive in any center that handles ...

In parts one and two of this series, I shared the unforgettable hotel experience that not only soured my stay but also left a lasting dent in my perception of the brand. That moment was a stark ...

Inefficiencies in customer service offerings cost businesses millions of dollars each year. To improve customer service, companies should monitor regional orders and compare them to those regions’ ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

Your approach to customer service can play a big part in the success of your business. There are plenty of ways to handle customer service, but the strategies behind them can be broadly described as ...

Multichannel success depends in large part on having a solid strategy for keeping in contact with your house list. Most marketers know this, but knowing how to develop and execute a plan for ...

Customer relationship management (CRM) providers have tailored their offerings for the small business market, providing software-as-a-service options, integration with other technologies, and an ...

B2B sales typically involve multiple decision-makers, scores of "influencers" and a complex buying process. To make the sale, you need a road map, and the only way to get that information is to ...

From Generative AI to Human-Centered Innovation—CCW Nashville 2025 is Where Service Transformation Begins. NEW YORK and NASHVILLE, Tenn., July 29, 2025 /PRNewswire/ -- Customer Contact Week (CCW), the ...

It’s the infuriating phrase that makes every customer cringe. A refrain that’s become a standard part of most every 800-line call greeting, with similar language posted on websites for chat-based ...

The contact center is often overlooked, yet it is a critical component of any organisation's service and experience architecture. It's within the walls of this hive of activity that people, processes ...