HELPING CONTACT CENTRES SUCCEED
BY PUTTING STRATEGY INTO ACTION

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Jan 07, 2019
Contact Strategies

There’s a lot of buzz these days about Customer Experience (CX) and many CEOs consider it just another take on Customer Service, but the two are co-dependent, not interchangeable.

Customer Service reflects listening to needs, offering advice, giving assistance, resolving problems and providing solutions. In essence, how staff interact with customers, but without a shared corporate strategy, a solid infrastructure, user-friendly systems, simplified processes and empowered employees good Customer Service is not enough to create a loyal customer base.

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Oct 23, 2013
Contact Strategies
Poor communication breeds contempt and increases costs. Earlier this week I contacted our Internet service provider because we were having speed and access issues.  Apparently the solution was to ‘upgrade.’ I was reluctant to do this as in the past making these simple service changes invariably resulted in unscheduled down time and much angst.
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Jul 25, 2013
Revue Design

When it comes to training folks to be successful contact center representatives, you know that it’s more than imparting product knowledge or processing details.

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