Protecting Call Centers with the Right Power

Call Center Solutions, Michael Guta, November 20th, 2013   Although labels such as mission critical exist to differentiate the type of functions within an organization, all companies can say without fail everything they do is critical, because the well-being of their business depends on it. Call centers provide a direct link between a company and its customers, and this interaction is...

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3 Secrets to Better Customer Service

WCPO 9 Cincinnati, John Matarese, November 18th, 2013   How many times have you tried to call some company for tech support or warranty help, and all you can reach is a voice mail tree? Or you finally reach someone, but they are in a third world country and can’t help? Poor Customer Service Everywhere You know the routine: You need help in a store….from a phone agent…or in...

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How Organizational Psychology Can Help Your Call Center Coaching Program

Business 2 Community, Joanna Jones, November 2nd, 2013   There is a reason why organizational psychologists are often called in to help companies restructure work flows, advise on coaching practices, and develop plans to help motivate and inspire employees: It works. Sometimes just rearranging subtle differences in corporate structures and workflows can have dramatic effects on employee...

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Press 1 For America: Casey Bill Aims to Save U.S. Call Center Jobs

WICU 12, Ted Fioraliso, November 15th, 2013 You know that credit card commercial where a foreign man named “Peggy” tries to answer customer service questions?  It’s pretty funny!  But if you’ve ever had your own “Peggy” experience, you know it can be anything but.   Sometimes, all you want is to talk to a real-life human being, but then you’re...

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Use Your Call Center Like a Knowledge Center

Call Centre News, Andrew Doyle, November 13th, 2013 Andrew Doyle argues that capturing customer insights will help strategic planning. To many companies, a call center is merely a customer service necessity. But a contact center can provide highly valuable information. If your company uses your call center like a knowledge center, you will have a tremendous source of information that can help...

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