Today's connected customers expect a personalized experience when using a call center to resolve their contact reason on the first contact. Furthermore, SQM Group's research shows that "76% of ...

Call Centers are often consumers’ first encounter with a business. That experience can make or break a customer’s decision to continue interacting with the company. Because call centers shoulder the ...

CDPs can provide customer service reps a complete view of their customers, allowing the business to improve retention rates, reduce churn, and improve loyalty. 2020 saw a global pandemic with ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 5 years old. In the world of ...

In the call center, effective management of customer data and other sensitive information is par for the course, so data protection is critical. Unfortunately, traditional consumer browsers used to ...

Since the early days of automatic call distributors 50 years ago, and for as long as the industry existed, call centers have been built around the queuing of calls. While there are many good reasons ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

A call center is a specialized facility that is used by organizations to handle customer interactions. All incoming and outgoing calls to customer support, telemarketing, and sales services are ...

No Jitter spoke with Corey L Savory, VP Global Customer Experience & Service with Traeger Grills about the customer experience she’s helped build over the last several years. Corey spent the first 13 ...

Companies currently invest a lot of money in target markets to generate potential customers’ interest in products and services. But after they achieve a sale, they often frustrate customers by not ...

Discover how regular, constructive feedback transforms call center QA from a compliance function into a powerful driver of ...

In the customer service realm, various studies have shown that call center agents are at a higher risk of suffering from mental health issues. One report suggested that more than 8 in 10 call center ...