The final two months of the year can represent up to 40% of overall sales for the year for some companies, making the holiday season a critical time of the year especially for consumer-focused organizations. Getting the biggest impact during this unique time of the year requires that all customer-impacting teams in an organization are working at their very…

When customer service schedules become tricky and the pace of the job demanding, training too often becomes an afterthought leading to lower levels of customer satisfaction.

An effective CRM system can help a business maximize the value of their customers through improving every aspect of the customer relationship. Many businesses wonder if they should invest more into customer relationship development and the systems and tools that enable greater automation of relationship management in the contact center.

Metrics and statistics can’t measure the personality of employees, their ability to relate with callers, or the value they bring to an interaction. Concrete customer feedback metrics, KPIs and CRM systems can be considered as the ‘science’ behind call centers, but the soft skills of call center agents are considered as the art.

eCommerce is nothing new, but mobile commerce is quickly emerging as a booming avenue for shopping and brands have had to adapt to this shift in consumer behavior. During the holiday shopping period over the last few years, you may or may not have noticed something a bit different about your shopping habits and experience.…

While it’s easy to emphasize the importance of good customer service, most organizations fail to re-emphasize its importance as a core strategy. The result? Low sales, lost and disgruntled customers and eventually, a failing organization.