Inside View

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

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...

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...

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

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...

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

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...

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...

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

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...

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....

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