Your Employee is Your First Customer
Yesterday I called a customer service number for a company that I do business with. Lots of questions for them and some confusion on my end. The agent that spoke to me was wonderful, kind, and professional. They seemed excited to help me and I truly felt as if they...
Crowdsourcing Tactical Solutions to Your Most Vexing Customer Challenges – Part 2
At the 18th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange, participants chose between six interactive brainstorming sessions and crowdsourced solutions to some of today’s most pressing customer service challenges. Read on for key ideas and...
Executive Insight-Strategic Partnering to Attract Top Talent
 Abstract: Attracting and retaining talent is tough in any industry but, it can be especially challenging in the contact center space. The anatomy of a successful customer service representative is unique, and it requires a great deal of emotional stability. Having...
Your Long-Term Strategy Begins with a Plan
 Presented by: Janet Solomon Vice President, Client Operations/Contact Center Solutions Fiserv