Inside View

When you think of brands that deliver service that “wows” customers, an automotive aftermarket parts and accessories business may not be the first thing that springs to mind. CARiD is working to change that. The...

In contact centers, the first 90 days is known as the critical make-or-break period for new agents. New-hires can quickly be overwhelmed with information about systems, processes, policies and procedures. Add to that the...

These days, skilled job candidates put just as much thought and effort into scrutinizing potential employers as companies do screening applicants. The best candidates—those who consistently perform at a high level and who will...

Most organizations take an inside-out approach when it comes to customer management strategies. They measure performance and base decisions largely on internal benchmarks and metrics that frame the company’s perspective of what is important...

A crucial part of every company’s sales and service process takes place behind the scenes where a team of talented professionals helps to make every aspect of the customer journey possible. Although their work...

The Customer Experience Professionals Association (CXPA) defines an outstanding CX practitioner as someone who “inspires excellence in all aspects of the CX discipline and elevates everyone involved to a new level.” Speaking with Ian...

It takes a skilled service professional to deliver a quick, competent response to a customer complaint. When an escalated issue has been resolved with empathy, efficiency and grace, it is an experience that uplifts...

Kristine Hartkopf’s customer service career trajectory is inspirational. It’s a perfect example of the potential for professional development that the contact center environment can provide to those who are willing to take charge of...

Ashley Cruz was just 21 years old when she was incarcerated at Perryville Correctional Facility in Arizona. She was a mother with two young children and a first-time offender. Cruz knew that she had...

Agility is key to success in today’s rapidly changing business environment. No operation is more familiar with the need to quickly adapt to changes in the market and evolving customer expectations than Pacific Life’s...

If you are unfamiliar with TCL (The Creative Life), you probably won’t be for long. Although the brand is a worldwide leader in TV sales, until recently, it remained relatively unknown in the United...

A lot of companies claim to put their employees first, but few actively seek the contact center staff’s input and take action on it. Enter TaskUs, an unconventional BPO whose employee-centric culture not only...

The home security market has undergone a considerable evolution in recent years. The emergence of smart home technology has introduced a variety of new players to the field—from consumer electronics manufacturers selling do-it-yourself home...

Trust is the most critical factor when it comes to choosing an online backup service. Customers rely on the provider’s solutions to protect their digital lives, so their expectations are understandably high for performance,...

Adriana Thompson has been drawn to customer service roles throughout her career. That is not surprising given her positive outlook, natural charisma and genuine interest in helping others. These are just some of the...

Most companies—and contact centers—have traditionally operated on the principle that the rules of the workplace always outweigh the needs of employees. Few companies have managed to break away from that model, but those that...

Contact centers may offer a wealth of data, yet the most meaningful customer insights often lie buried within stored conversations, transaction histories and survey feedback. How can companies begin to uncover the trends, patterns...

There are few things in life that inspire as much passion as travel. It has the power to change perspectives and transform lives. That’s why travel can typically be found at the top of...

In 1979, when musician and entrepreneur Chuck Surack founded Sweetwater Sound, a mobile recording studio in the back of his VW bus, he never imagined that one day his humble venture would grow into...

The modern call center may be evolving, but the industry is still struggling to overcome a negative reputation. Let’s face it: In many centers, agents have very little control over their time or work,...