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The Self Service Conundrum

Self-service is a volatile topic in customer service circles. Everyone believes there is a place for it but that’s where… Read More »The Self Service Conundrum
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10 Ways You Should Be Disrupting Your Call Center!

1) Omnichannel (or at least a Multi-Channel) Call Center Operation: The days of dictating how a customer interacts with your company… Read More »10 Ways You Should Be Disrupting Your Call Center!
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The Case for Using Smaller USA Call Center BPO’s

So many huge call centers dominate the landscape. Thousand seat centers with locations that span the globe. When companies think of a… Read More »The Case for Using Smaller USA Call Center BPO’s

Call Center Confrontation Strategies

Confrontation in the workplace is going to happen. How we manage it is a trained skill that all managers must… Read More »Call Center Confrontation Strategies

Call Center Technology is NOT Customer Service

Multi-Channel, Omni-channel, VOIP, Cloud-Based Telephony, Speech recognition, Apps for Self-Service, Chat software…all things we are told we need to have… Read More »Call Center Technology is NOT Customer Service

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