Did you know that two-thirds of consumers expect brands to understand their expectations and needs? Today’s consumers want...

Call centers are often unpredictable places. One minute, your team’s agents may be enjoying a calm day with...

According to Digizuite, brands that excel at multichannel (also known as omnichannel) customer engagement enjoy better annual revenue...

Over 50% of retail customers in the United States prefer to address urgent issues via phone conversations. This...

If you’re considering hiring an outbound call center and you have never done so, you may feel overwhelmed...

The term KPI stands for “Key Performance Indicator.” KPIs are a set of measurable business objectives established to...

To help you develop better critical thinking habits, we asked business leaders and coaches this question for their...

Customer Service Word Choices: What to say to your customers (and why, and how). We have all heard...

Define your specific outsourcing needs. Before you begin your search for the right BPO, it’s important to clearly...