In procuring an outsourced contact center partner, you’ve gone through the RFP process, you’ve made the site visit, you’ve narrowed down your decision, and, finally, you’ve signed the contract to make your choice official.

Enhancing customer loyalty is an important function these days of businesses. With competition on the rise, follow these ways to boost customer loyalty.

Preparing contact centers for weather-related emergencies is a complex, multi-pronged strategy that effects all industries (especially public utility companies, power companies, local municipalities, schools and hospitals).

Thomas Rødseth at Puzzel looks at the pros and cons of bots, artificial intelligence and virtual assistants in contact centres

Five mistakes to avoid in your customer interactions

Over the decades, conventional wisdom has prevented or stalled progress in many domains, and customer service and engagement is no exception. This article discusses some common beliefs about customer service that businesses are well-advised to question and perhaps jettison.‘Zagging’ when everyone else ‘zigging’ has often been the DNA of stand-out individuals and businesses. You

Five ways contact centers can create and maintain agent job satisfaction

Customer experience to be a key differentiator: Five ways to ensure exceptional customer service from Ben Willmott at Teleopti

By creating a flexible work environment, and by providing better opportunities to learn and grow, organizations can attract and retain more millennial workers. Laden with enthusiasm, echo boomers are ready to accept a job that gives them a sense of purpose.

Many modern organizations are knowledge centered. Where would your business be without knowledge of your products and processes spread across all the departments who need it?

Contact Centers can generate an immense amount of data and reporting on just about anything that we could conceive. But just because we can produce a report, does it mean we should? Understand which metrics are most important in the Contact Center.

Colin Hay at Puzzel outlines 5 smarter ways of working to minimise customer effort starting with eliminating dumb contacts

Customer service suite and ticketing platform helps you to manage and equip your service team.

Also called virtual customer assistants, chatbots, avatars, and concierges, VAs help businesses wow customers with distinctive self-service, increase brand equity, and cut costs.

Efficient sales teams rely on automatic phone dialer technology that helps improve lead quality and caller efficiency. To make the most out of automated phone dialing software, review these five tested tips.