Business Priorities for 2010
A new year has begun, and time to review and focus on priorities for the coming twelve months is upon us. We wanted to know: What is the No.1 priority in your contact center, customer service center or...
View ArticleNew Technology For 2010
Every year, huge leaps in technology usually results in increased efficiency and hopefully a higher degree of cost-savings. What new technology will 2010 bring along, and what are contact center...
View ArticleLeadership Style
There are many leadership styles that make for an effective workplace, and the proper use of these styles can make the difference between a high stress workplace with high turnover, and a...
View ArticleKeystone to Success
Just like a stone arch is held by a single, perfectly carved keystone, so too is success sometimes determined by 1 key item. We asked industry professionals: What is the No.1 piece of data or...
View ArticleGetting Annoyed with Contact Centers
When you contact other contact centers what is your No.1 pet peeve or turnoff? We asked this very question of contact center professionals to see what still needs to be fixed in the industry.
View ArticleRight Decision at the Right Time
What is the one decision you have made as a leader that has had the most dramatic reductions in cost? We asked that questions to industry professionals from around the world, and their answers might...
View ArticleWhen Money Grows on Trees
If you had unlimited funds to spend in your center and you had full control of how those funds are dispersed, what would be the No.1 on your list of changes and why? That is the question we asked...
View ArticleRecovering from Mistakes
We all make mistakes, its part of being human. We asked industry professionals what was perhaps their greatest mistakes as leaders in the contact center industry, and how they went about to recover and...
View ArticleMaking the Right Decision
Sometimes leaders come up with one idea or decision that has such a notable increase in customer service that others wonder how they did it. We asked industry professionals for the one decision they...
View ArticleA Word of Advice
Sometimes success is based on just one thing, a golden egg. If you had to give just one tip (that you believe is perhaps the most important tip) to another manager in a contact center, what would your...
View ArticleMetrics: Measuring the Level of Service
There are plenty of metrics and measurement methods that allow contact centers to study and gauge every facet of productivity and organization. We asked industry professionals how contact centers...
View ArticleCustomer Service: Above and Beyond Expectations
We asked contact center professionals whether they could recall a really good customer experience they had recently - where they were literally wowed by the service they had received.
View ArticleMaking Technology Work For You
Technology is a great enabler when used properly, and when used appropriately by contact centers can really improve customer service. We asked industry professionals for their top tip regarding the use...
View ArticleWho Is the Best in Customer Service
With so many companies providing different services, the range in quality customer service must be just as diverse. We wanted to know which industry sectors provided great service and which ones were...
View ArticleCustomer Service To be Remembered By
We asked industry professionals whether they could recall a really good customer experience they had recently - where they were âwowedâ by the service they received. Many of the responses showcase...
View ArticleHas Customer Service Improved In The last 5 Years?
We wanted to know from contact center professionals whether, in their opinion, customer service had improved or gotten worse over the last five years. Although the answers are varied, they all suggest...
View ArticleTop Tips For Getting Your Staff To Improve Customer Service
We wanted to know from contact center professionals their top tips in regards to getting staff members motivated to provide the best possible customer service. Each tip provides wisdom that can help...
View ArticleING Rolls Out Contact Centre Platform Across 12 Countries
ING is rolling out a unified contact centre platform fit for the omni-channel era across 12 countries.
View Article
