Articles

While our respondents and contributors had much to say about the types of technologies and channel arrangements that will surely be in nearly every call center in the future, it is important to consider that, at present, there remain centers and organizations with some trepidation. Read more

And after years of mockery and criticism, it appears reliance upon average handle time as a core customer management benchmark has finally become as despised in practice as it is in conversation. Read more

Reinforced by clichéd television shows, movies and any relationship that has hit the slightest of rough patches, saying “I’m fine” is one’s surest option for confirming he is not fine. When one cannot even construct enough of a façade to declare he is okay, things, therefore, must be exceedingly bleak. Read more

A special luncheon at the 14th Call Center Week reveals this year's Call Center Excellence winners. Who runs the best call centers in the world? Read more

If, at any point, a brand finds itself out-of-sync with that customer connection and willing to substitute policy and curtness for appreciation and respect, it has failed at far more than the transaction: it has failed at customer management. Read more

From comedic one-liners, to shout-outs to our Caesar’s Palace neighbors (what’s up, Tanning Expo?!), to photos, to summaries of the key takeaways to candid discussions of contact center issues, our app has proven to be a tremendous source for connecting Call Center Week attendees. Read more

But at the end of the day, if a customer can even remotely envision another customer’s complaint as legitimate, he is going to accept it. Read more

Which call centers and executives are in the running for the annual Call Center Excellence Awards? Did you make the cut? Find out! Read more

Every time I see someone tweeting the old chestnut , “Satisfied customers tell only 3 people about their experience, while dissatisfied customers tell 8-10 people” (or some variation of this), a part of my soul dies. I even wept a little just now while typing that stat. Read more

With Call Center Week approaching, here are 5 essential customer management questions that MUST be answered. Read more

Customer service can be a nuisance – if the organization and its agents do not recognize the opportunity. Read more