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Will Technology Kill the Call Center? (Video) 14 Nov 2012 | 03:46 pm

How Technology is Changing the Call Center Software Advice recently hosted a Google Plus debate called “Will Technology Kill the Call Center?” Representatives from IntelliResponse, Avaya Inc., Drumbi,...

Making the Most of Your Call Center Agents 7 Nov 2012 | 07:04 pm

Making the Most of Your Call Center Agents Your call center is a pool of unused talent that can help your growing company with more than just the basics.  While it certainly helps to have a staff on ...

What are the most valuable contact centre metrics? 18 Jul 2012 | 09:04 pm

There are a vast number of different reporting metrics available to the modern contact center to help gauge performance; some more valuable than others.  Jonty Pearce of Call Centre Helper online maga...

Why Talking to Your Customers is More Important Than Ever 18 Jun 2012 | 07:04 pm

* This following blog post is a guest article by Imogen Reed. * With so much focus on the Internet these days, it’s no surprise that fewer and fewer of us are talking on the phone.  It seems that e-m...

What Frustrates Customers Most? 15 May 2012 | 01:23 am

When calling in for customer service, we all have our own individual pet peeves.  For example, some people do not like being put on hold, while others may have trouble with voice recognition systems. ...

Building the Perfect Call Center 20 Apr 2012 | 09:29 pm

For building customer loyalty and maintaining an exceptional business reputation, call centers are a critical piece of the puzzle.  Many companies today are seeing the value in having a top-notch cust...

Motivational Quotes 13 Apr 2012 | 10:07 pm

Sometimes we all require a little something to help us make it through the day.  Here are some motivational quotes related to business, customer service and teamwork to provide a ...

When (and when not) to take it personally in the customer service industry 9 Apr 2012 | 06:42 pm

Call center work can be a tough racket sometimes.  Customer service agents often will have to deal with people who are irritable, angry, or downright mean.  In this line of work, it is important to ha...

Customer Service Leadership 27 Mar 2012 | 11:32 pm

In order to be considered successful, a company must grow.  In order to grow, a company needs to somehow differentiate itself from the competition.  Focusing on high quality customer service in order ...

Building Loyalty Through Customer Service 20 Mar 2012 | 10:44 pm

Keeping customers happy is more important than ever before. The logic is pretty simple.  Receiving exceptional customer service makes people feel good about a company, which in turn makes them more l...

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