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 ...

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 ...

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 ...

Online and offline customer contact points, also known as touch points, are business facets that deal with how a company interfaces with its customers. Although touch points technically deal with a ...

Contact management ensures accurate, organized and accessible information for effective communication and relationship building. Contact management is crucial for businesses as it centralizes and ...

Gone are the days of exchanging napkin notes and business cards. In today’s fast-paced business world, it can be hard to remember every customer’s name and their individual preferences. That’s why ...

The deployment of rep enablement technologies from automation to artificial intelligence (AI) can boost the efficiency of customer service representatives (CSRs) and help save money while improving ...