Inside View

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

When you think of brands that deliver service that “wows” customers, an automotive aftermarket parts and accessories business may not be the first thing...

Online print and design company MOO launched in 2006 with a compelling vision: To disrupt the trillion-dollar global print industry by delivering cost-effective yet...

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...

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

Guests of high-end hotels have come to expect over-the-top service from concierge staff. These well-trained individuals tap into their extensive knowledge of local services...

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...

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...

It has often been said that motor oil is the lifeblood of an automobile engine. While professional drivers and automobile enthusiasts know that using...

Comic book legend Stan Lee described a superhero as someone who possesses an exceptional power and uses it to accomplish good deeds. While Lee’s...

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

It has often been said that the most effective leaders are lifelong learners. They are driven to continually develop their skills and abilities, and...

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...

Highly effective leaders can create the type of customer-centric environment in which frontline staff feel strongly committed to delivering exceptional service to their customers....

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 any contact center, an agent’s ability to communicate in an efficient, friendly manner has a considerable impact on the outcome of the call....

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...

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

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...

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,...