Quality is by far the single most under-leveraged resource in contact centers today. In fact, not only should quality be a direct predictor and contributor to performance improvement, it should be a strategic lever to drive performance improvement. Unfortunately, more often than not, this is not the case with most sales and service call centers. […]

Quick question, when was the last time you took a long hard look at what makes your customer base tick? If it’s either been a while or you’ve never come around to it, then you need to keep reading this. Once a strategy reserved for the ‘Apples’ of the business world, small and big businesses […]

Your call center’s main purpose is to provide impeccable customer service to protect and retain your organization’s greatest asset; the customers. However, it is nearly impossible to create customer loyalty with a customer who calls your business once or twice a year, has a 4-6 minute call, and has his/her complaint resolved. Why? Within a […]