Holiday Customer Service Will Measure Up – If You’re Prepared

| Kim Houlne

Consumers expect articulate customer reps—online and in person—well-versed in your products and services. This only escalates during the holidays. Thus call centers are pressed to perform at year-end. Here’s a laundry list of suggestions and some telling Q&As to help you determine what success looks like during peak season.

10 Steps to Handling An Unhappy Customer

| John Asher

Unhappy customers happen everyday. This is why it is so important to make sure you do everything you can to turn a frown upside down. Here are 10 steps to help you handle an unhappy customer.

3 Ways to Get Ahead of Evolving Customer Needs

| Kathy Juve

There is no question – the retail environment is being redefined, and retailers are being challenged to think differently about consumer demands. Here are three ways to adapt to the evolving customer.

12 Tips to Reduce Customer Hold Times

| Barbara Burke

Reducing the amount of time your customers stay on hold will not only result in shorter handle times, but it will make them more satisfied and your agents a lot happier. Here are 12 tips to reduce the amount of time your customers wait on hold in your contact center.