This year, 2018, marks 20 years since the start of Amazon. It’s hard to believe that what started as an online book store has now become the world’s largest internet retailer. Amazon has been under the leadership of CEO Jeff Bezos, and while it hasn’t always been smooth sailing, he has managed to find ways […]
Category: Blog
Social Media and the Contact Center
One of the most important contributions the contact center makes to the businesses it supports is the ability to positively impact the customer experience thus positively impact the company brand. In fact, in a recent article published in ICMI, it was reported that “95% of businesses indicate their customer care has a direct impact on […]
Factors Driving Growth in the Contact Center
What are the primary factors that drive growth in the Contact Center? This is a question that we ask and explore on a regular basis since we are part of an industry that changes rapidly. Like many, the contact center industry is driven by technology, so we change and grow as technology changes and grows. […]
Which Channels Provide the Fastest Resolution for Customers in the Contact Center?
One of the benefits of working in the Contact Center industry is that we become highly trained in tracking and analyzing data and then putting the results to work for us. There are countless metrics to analyze in a contact center. However, the metrics that we primarily focus on are the ones that tell us […]
Top Global Outsourcing Locations
When you work in the contact center industry, you get a first-hand view of how large the industry really is and the impact it makes in the corporate world globally. Most people don’t realize how much the contact industry has expanded throughout the world. In fact, contact centers are located in almost every region of […]
Contact Center Outsourcing for the Security Industry
The contact center industry is likely one of the most versatile industries in the marketplace today. This one industry happens to serve a number of different industries enabling them to be more customer centric, cost effective, and productive in their respective markets. One such industry is the home Security Industry. SECURITY AND THE CONTACT CENTER […]
Pros and Cons of Outsourcing Customer Service Offshore
Outsourcing a company’s customer service can open up doors for many opportunities. It can also create many unique challenges. Here are some pros and cons of outsourcing customer service.
Four Simple Ways to Keep Your Contact Center Healthy
Is keeping your contact center staff healthy and safe top of mind? These practical tips can help.
Contact Center Redundancy and Contingency Plans
Is keeping your contact center staff healthy and safe top of mind? These practical tips can help.
The “New Normal” for Contact Centers
Is keeping your contact center staff healthy and safe top of mind? These practical tips can help.