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Contributed Articles

The Art of Customer Delight

The service sector needs to break away from old manufacturing-oriented habits and build great consumer experiences into every facet of its business model.
[Full Article]   Nov-09-2016

 

4 Essentials for Going Global with your Contact Center

There are a number of reasons for organizations to expand their contact centers globally. For growing companies, the need to support customers and prospects around the world becomes more apparent, as does the fact that there is a wide availability of highly skilled, lower cost talent in many places abroad. While running a global organization can be exciting, opening a contact center in another part of the world introduces a whole new set of challenges. Here are the top four things to consider when going global with your contact center.

[Full Article]   Oct-09-2016

 

Putting the R back in CRM

CRM is not all about making your business more efficient; it gives you the power to develop meaningful business relationships that drive sales and retention. With the customer experience being top of mind for most organizations, relationship management should be the priority.
[Full Article]   Sep-23-2016

 

6 Things Customer Service Should Monitor on Social Media

As long as your social customer service team is looking out for the right things, you'll be able to keep up with social traffic and respond accordingly. Here's what your team should be tracking.
[Full Article]   Sep-22-2016

 

5 Ways to Lighten Your Helpdesk's Workload

One company evaluated almost 730,000 help desk requests and discovered the five most common reasons employees submitted help desk tickets.
[Full Article]   Sep-02-2016

 

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