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Contact centers, like the rest of the telecommunications industry, are going to experience some changes in 2012. As a way to remain competitive to other companies, executives should stay ahead of the pack and learn of the trends before they occur, enabling them to be better-prepared when the time f Read More

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For a long time, interactive voice response systems have been the norm for contact centers around the world. However, in today's mobile world, more consumers are using smartphones and other devices that are less compatible with traditional systems. Read More

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I’m all for Capitalism. I know that businesses has to make money. But there is a way of doing business that has been lost in the Large Corporate world. Some might call it a loss of humanity, others will call it greed, I just think it’s a lack of vision. Read More

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This article explains how a cloud-based CRM solution can be a real asset to your organization in terms of ensuring that data remains consistent throughout all departments. Furthermore assigning data ownership within the CRM solution puts all users in the picture as they are able to see who is worki Read More

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Watching everyone else get served, you ask yourself: why can’t they make this faster? Why can’t they put more staff on? Why is my time being wasted in this queue? The truth about consistently good customer satisfaction is much simpler than you think. Read More

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Declare "legendary customer service" as an imperative. Put it out there. Say, "We want to be #1 in our space for delivering Legendary Customer Service." Show any metrics you currently have and set new targets /metrics for success by showing what a good job would look like. Explain the business imp Read More

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Your small business customer service team can improve its skills by taking advantage of online training resources. Here are some suggestions. Read More

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Getting customers when you're starting out can be difficult. Follow theses steps to earn the trust of customers for your small business startup. Read More

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The WOW! Factor is so important for a small business that it needs to be incorporated into customer relationship and marketing plans to win customers. Read More

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The customers of a business are what the business is really about. A happy and satisfied customer is a loyal customer. Here are some tips to ensure that you’re taking care of them. Read More

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