Five Tenets of Improving the Customer Experience

This article presents five simple principles of customer service improvement that companies must adhere to to achieve success in today's highly competitive marketplace. With references to articles from industry associations and publications, this is one article you should re-read from time to time to keep your customer service objectives in sight. Read More

Bad IVR experiences lose customers

IVR can be a great tool for companies in decreasing customer wait time and increasing customer satisfaction, but a nationwide poll found that more than 8 in 10 respondents said that companies will lose their business after a bad IVR experience. Find out how to avoid chasing off customers with your IVR. Read More

Call Center Solutions: Trends to Watch

Today’s customers expect to interact with companies on a variety of platforms—phone, e-mail, chat, text, and social. As customers’ expectations have changed, call center solutions have grown increasingly sophisticated. This article provides a few call center trends to watch. Read More