Service Delivery

Every person with purchasing power can be turned into a loyal customer, but it needs to start with the customer experience. An all-too-frequent scenario happens when a customer urgently orders an item from a...

In our mid-year look at five“hot” topics that have been garnering much attention recently, our last post offered insights into why employee engagement is so critical to modern contact centers. Next on our list, and...

Contact centers deal in volume. That’s obvious in the 20,000-seat center, and on a relative scale, it is just as true in a 20-seat operation. In both cases, the contact center is gobbling up...

One of the advantages of a small startup business is the flexibility to quickly adapt and respond to your customers’ needs. On the other hand, larger, established organizations offer credibility within the marketplace and...