Blog & Articles

Over the last 14 months, many office and contact center employees have been working from home amidst the COVID-19 pandemic. Now that vaccines are rolling out and all adults in the US are eligible to become vaccinated, businesses are beginning to open their offices, returning to a more traditional setting once again. With the return...

Contact centers can provide significant benefits for small businesses. When running a small business, it is crucial to take advantage of potential opportunities. Contact centers provide many opportunities for you to grow your small business and impact it in a positive way. Whether your goals are to increase sales or build customer satisfaction, contact centers...

As a small business, you can’t be open all the time. You need time to go home and be with your family and your employees need the same thing. You may not be able to afford to have someone in the office to answer calls and help customers after hours, so you choose to work...

Gartner, a research and advisory company, has found that businesses are now starting to prepare for how they will run things after the Covid-19 pandemic. Many of these businesses find that they now have a new kind of challenge to handle. They need to manage a new hybrid workforce with some of the employees coming...

Brand consistency is one of the most important factors in a business’s success. When a customer can expect the same experience across all functions of your business, they will feel comfortable returning time and again. Consistency in customer service is key to this formula, and call centers excel at providing this coherence for businesses and...

As a business owner, it is important to know how to efficiently use your time. It may seem like you need to take on all the work for the company in-house or on your own, but this may not be the most efficient or cost-effective method to use depending on how your business runs and...

Whether your retail enterprise relies on outsourced support to assist customers with hassle-free refunds, provide quick answers about shipping status or reassure concerned callers about a product recall, following these four best practices in contact centers for the retail industry will ensure that you have satisfied customers: A central focus on customer experience Consumer buying...

The best way to improve your brand reputation is to provide exceptional customer service to anyone who works with you. While it would be nice to handle all the customer service on your own, this is just not possible. With the help of 24/7 customer support, it’s how to improve brand reputation where you can...

The contact center industry has seen a big growth in the demand for their services. As such, they invest a lot of money in different technology and AI options to ensure they can get the job done efficiently. Some of the different emerging technology and AI available in this industry includes: EQ From Top-Down One...

When you trust a call center, you need to know they will keep the information about your customers safe. Many companies have industry standards when it comes to the information they hold onto about their customers and if the call center does not maintain these standards, it will cause a lot of problems for you...