• 20121206_zapposKPI

    How Zappos Measures and Improves Customer Service Performance

    Let’s face it – most companies view customer service as a cost of doing business. It’s a department they have to pay for, rather than one that drives revenue and growth. If you ask Zappos...

  • Motivating Customer Service Home and Global Team Members

    Motivating Customer Service Home and Global Team Members

    Today’s global economy requires that we think in terms of customer needs around the world A portion of our team is located far from our company headquarters. No, it’s now outsourcing, it’s for business redundancy,...

  • 20121125_cloudCctrSiemens

    How Cloud-Based Infrastructure Revolutionized Call Center Operations

    Cloud-based software and applications have made a huge difference in every industry across all verticals, but how has it specifically revolutionized call centers? With over 80 percent of consumers preferring to talk to an agent...

  • 20121124_ivr

    3 Trends Transforming Today’s Contact Center

    In our world of rapid communication, customer input and opinions have become more crucial than ever before. A single bad opinion can spread virally, ruining a reputation, so the contact center experience must be carefully...

  • 20121115_amazonCustServ

    Customer Service Showcase: Amazon

    Everyone has heard of Amazon.com. The company, which began as an online bookstore in 1995, sells nearly everything a consumer might possibly need. The company sells electronics, household items, and even online video rentals. Nearly...