You know the drill. You need something or have a problem, so you call the handy phone number only to be a recorded message telling you that all agents are helping other callers…
Call Center
Helping Indiana’s Government With COVID’s Unemployment Challenges
The Covid-19 pandemic’s arrival and its many economic consequences highlighted by unemployment quickly changed life and work for nearly everyone in the Hoosier…
Why Every Service Level Agreement (SLA) Can’t Be 100%
Zero defects. Complete satisfaction. Get it right the first time. American businesses are obsessed with perfection and SLA. So new clients are often surprised when we tell them we’ll never deliver…
Create Extraordinary Customer Service By Asking Two Simple Questions
Disappointed with a company’s response to an issue with their product or service, you click on their feedback link, which…
IoT Support: A Transitioning Workforce
Do you suddenly have more remote workers than you did 2 weeks ago? As a follow-up to my article on IoT...
Call Center Best Practices: Guiding Principles for Excellence
We consider the benefit and impact on the customer in everything that we do. From the time we pick up the phone, to saying our farewell, our…