Telecom CX Is Key To Diminishing Churn
With an average annual churn rate of 27% (in some segments, it rises to well above 50%), the telecom industry has long been faced with ...
January 20, 2022
Customer Service
January 06, 2022
Financial Services CX: Customer-Centric Strategy is Crucial
According to a Harvard Business Review survey, 64% of financial services companies consider improving the customer experience to be a T...
December 21, 2021
Use Teamwork To Develop Leaders
“Management is about persuading people to do things they do not want to do, while leadership is about inspiring people to do things the...
September 16, 2021
Building Customer Relationships During The 5th Industrial Revolution
According to the World Economic Forum, we are standing at the threshold of the 5th Industrial Revolution (5IR).
Loosely described ...
August 31, 2021
Listening Is Key To An Empathy-Driven Approach To Collections
Empathy. Understanding. Respect. Concern. Trust.
To the average person, these words are rarely associated with the debt collection i...
July 20, 2021
Digital Transformation In The Contact Center
While it may come as a surprise to many, the term “digital transformation” has been part of the business vernacular for nearly three de...
June 14, 2021
Contact Center Quality Assurance Considerations
"This call may be recorded or monitored for quality assurance and training purposes."
This automated message has become so common th...
April 05, 2021
Do It Yourself or Do It For Me? A Crucial Contact Center Strategy Consideration
From auto repair or home improvement in our personal lives, to accounting or marketing services in our professional lives, the decision...
March 25, 2021
The Value of Proactive Customer Service
After completing a comprehensive study of more than 6,000 consumers, Gartner points to the many benefits of a proactive approach to cus...
February 17, 2021
The Growing Importance of the Universal Agent
A colleague and friend recently shared an all too familiar story.
Shortly after the onset of COVID-19, he had an urgent need to spea...