Easy vs. Personalized – What Does the Customer Want?

For your customer service department and call center, how do you determine the level of service you provide? Do you look at the metrics and data and create a service plan that fits what each customer wants? Or do you consider what your customers want when they contact your call center to resolve issues or… Read more »

Is Your Call Center Just a “Cost Center?” Here’s How to Turn That Around

In business terms, a cost center is an area of business that is necessary for operations but does not add to the company’s profits. Many people lump call center teams in this category, assuming that they are essential for the company to function but the cost more money than they generate. But that isn’t true… Read more »