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Inside View: Garden City Group

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,...
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Inside View: Vivint Smart Home

Vivint Smart Home is a company that knows about change. The business that started as a dealer for home security companies has evolved into...
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Inside View: Crisis Response Network

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...
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Inside View: Matt Medina, Dun & Bradstreet Emerging Businesses

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

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...
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Inside View: Pacific Life

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...
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Inside View: CARiD

When you think of brands that deliver service that “wows” customers, an automotive aftermarket parts and accessories business may not be the first thing...
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Inside View: Nicole Berry, Sedgwick Claims Management Services Inc.

The ability to think strategically, solve problems, provide effective feedback and motivate staff—these are the marks of a good leader. What separates good from...
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Inside View: DAT Solutions

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...
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Inside View: TeleTech Learning and Performance

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...
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Inside View: Thomson Reuters

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

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...