Inside View

The home security market has undergone a considerable evolution in recent years. The emergence of smart home technology has introduced a variety of new...

In recent years, some service providers have subscribed to the theory that companies should strive to provide a level of customer service that is...

Life is full of stressful events and pressures. Sometimes circumstances can seem so overwhelming that it leads to anxiety, depression and life-threatening crises. Phoenix...

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...

One of the advantages of a small startup business is the flexibility to quickly adapt and respond to your customers’ needs. On the other...

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,...

In this month’s Inside View column, Berlin Packaging’s Senior Manager of Business Development and Strategy Paul Mansour discusses how the company’s rapid growth through...

There is no doubt that speech analytics delivers great value to contact centers looking to improve processes, performance and customer experience. Getting the most...

In the B2B world, where businesses tend to compete on price, DAT Solutions stands out as a shining example of a service-oriented company that...

Launching a contact center is like a juggling act. You may want to start simply by throwing and catching one ball correctly, but soon...

Vivint Smart Home is a company that knows about change. The business that started as a dealer for home security companies has evolved into...

Whether you’re in a restaurant, hotel, on a factory floor or dealing with local law enforcement or emergency services professionals, employees’ work uniforms influence...