Can you, or Can’t you?

As we grow from childhood and begin to make decisions on our own, the internal programming and external influences of…

Drucker & Your Contact Center

Your organization is run by knowledge workers. They plan your strategy, make decisions, measure results and they deliver service to…

Be Careful What You Say: How you write customer service emails matters

Nearly half of all customer service communication happens via email. If you Google ‘customer service email’ you’ll see a long…

Does self-service lead to low quality customer service?

The rise of self-service is one of the most significant recent developments in the realm of customer service. In a…

New Trends In Customer Service: The Good and The Bad

Continuously working to improve customer service is something that all businesses should strive for. New trends in customer service surface…

B2B vs. B2C customer service – Is there a difference?

Customer service is imperative for businesses of all kinds. That holds true for both B2B and B2C organizations. But while…

2016: The year of big data?

Big data's impact on the business world has grown tremendously in recent years. The technology has evolved from a theoretical…

Is your IVR generating revenue?

Interactive voice response (IVR) is an invaluable tool for countless businesses. With IVR, firms can handle a wide range of…

The rise of WebRTC and what you need to know

Is your business using WebRTC? If the answer is no, then now might be the time to finally embrace this…